NASA Enterprise Service Desk - Tier 1 Representative

Job Description:

Tier 1 Enterprise Service Desk Representative

Type – Hourly

Business Unit – NASA Enterprise Service Desk

Reports to: ESD Team Lead

Locations: Stennis, MS | Philadelphia, PA | Remote

Summary:

This position provides Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets. Documents all support activity in ServiceNow tracking system.

This position receives, comprehends, provides, and responds to routine technical informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.  The Tier 1 ESD representative is also responsible for responding to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics. Tasks may require simple adaptation and interpretation of provided job reference materials.

Responsible for effectively handling customer contacts (i.e. phone calls, e-mail, TDD, etc.).  Documents inquiry outcomes for accurate tracking of the help desk interaction.  Maintains positive customer relations and coordinates with various functions within the organization to ensure customer requests and questions are handled appropriately and timely.

Essential Duties and Responsibilities include the following; other duties may be assigned:

• Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web. Handles inbound customer contacts.
• Follow established escalation procedures.
• Resolves and responds to written customer inquiries and phone calls.
• Handles customer questions/issues requiring follow-up and exercises independent judgment within set guidelines.        Uses reasonable independent judgment to respond to customer questions/issues for which no definitive guidelines are in place.
• Develops and maintains positive customer relationships and as well as team members and supervisors.
• Applies critical thinking and problem solving skills to customer issues.
• Focuses on customer retention by providing superior levels of service.
• Acts as part of an overall customer service team member to assist team in meeting goals and quality objectives
• Understands critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other. 
• Provides good interpersonal skills in handling customer inquiries.

Work Schedule – Set Shifts are offered. Tier 1 support is provided 24 hours a day, 7 days a week, 365 days a year. Shift schedules are based on customer need and are subject to change.  

Security/Background Check:

Must be able to submit application and be accepted by NASA for Position of Trust

Supervisory Responsibilities:                                         

This position has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:                                        

High school diploma or general education degree (GED) required w/ some college preferred; or one year related experience and/or training; or equivalent combination of education and experience.  Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input).  Prior experience working with Microsoft Word and Microsoft Excel desired.

Communication Skills:                                         

Ability to comprehend basic instructions, short correspondence, and memos.  Ability to compose basic correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:                                             

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.

Reasoning Ability:                                      

Ability to multi-task is desired.  Representatives move between email and phone support. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Accommodations are be made to enable individuals with disabilities to perform the essential functions.  Such accommodations must be directly related to the work being performed, and must be readily available and financially assessable.  While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. C,

EEO/Disability/Vets