ITSD Tier1 Analyst

(General Clerk I) / (EEO/Disability/Vets)

*Successful applicant must comply with federal contractor vaccine mandate requirements. *

Job Responsibilities:

· Provide customer service for the Army Service Center environment that supports computer hardware, software and network communications for multiple applications supported by the ASC IT. Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications by simulating or recreating user problems to resolve or restore user application functionality.

Job Duties:

·Answer incoming calls from customers, troubleshoot and resolve hardware, software and communications issues.

· Ability to work rotating eight (8) hour shifts for coverage 0000 to 2400 EST hours, Monday through Sunday, and some holidays.

· PC experience must be able to type 35 wpm.

· Resolves problems by clarifying issues; researching and exploring answer and alternative solutions; implementing solutions; escalating unresolved problems.

· Fulfills requests by clarifying desired information; completing transaction; forwarding requests.

· Explains additional services by recognizing opportunities to assist the Service Member in areas other than those questioned.

· Advocate of providing first call resolution.

· Maintains call center database by entering information.

· Keeps equipment operational by following established procedures; reporting malfunctions.

· Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.

· Strong verbal communications skills.

· Strong interpersonal skills

Skills and Qualifications:

Working knowledge of Microsoft Office programs.Preferably call center, or other customer service experience required.

Education:

High school Diploma/GED required, at least one year of customer service experience needed, understanding of military concepts and procedures required. Associate or bachelor’s degree in a related field or equivalent experience is preferred.

Security Requirements:

Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.