Job Description: Internet Helpdesk Technician

Clearance Requirement: Public Trust High Risk

Employment Status: Full Time

Classification: Non-Exempt

Travel Required: No

Location: Bluemont, VA or Denton, TX

Job Summary:

The Internet Helpdesk technician is the initial point of contact for any disaster survivor issue or request.

Essential Duties:

Receive and respond to disaster survivor calls pertaining to:

• Accessing account (Account creation, Password Resets)
• Uploading documents to support claims
• Technical questions related to the survivor’s online account

Minimum Experience, Education and Certification:

At least one year of experience in customer support providing call center support services

Experience updating a trouble ticketing system

Minimum Knowledge, Skills, and Abilities

Ability to work effectively and efficiently in a team environment and relate well to others

Ability to readily adapt to changing requirements

Ability to handle frustrated customers with respect and patience

Strong commitment to performing and producing at the highest level of quality at all times

Ability to communicate clearly and effectively both in written and verbal communications

Positive attitude focused on customer satisfaction

Physical Requirements:

While performing the duties of this job, the employee will operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. The person in this position frequently communicates with end-users, must be able to exchange accurate information in these situations. Must be able to remain in a stationary position 95% of the time.

Work Environment:

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, walking, occasional lifting (overhead waist level from floor), bending, frequent near vision use for reading and computer use, frequently fast paced environment.

This is not a comprehensive list of duties. Duties may change without notice in management’s sole

discretion.

Applied Computing Technologies, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation or gender, status as a protected veteran, among other things, or status as a qualified individual with disability. ACT is an at-will employer. This means that your employment may be terminated by ACT at any time, for any reason, with or without cause. No provision herein shall in any way be construed to provide or create an employment contract or a commitment for a certain amount of work or definite term.