26512BR

　　Job Title:

　　Sr. Helpdesk Agent (Hourly)

　　Location:

　　MD - Rockville

　　Job Description:

　　Westat is seeking a technical Sr. Help Desk Agent to work 40 hours per week, Monday to Friday (available between: 9am - 5:30pm) in our Rockville office, with the ability to coordinate activities and manage help desk agents across multiple projects that receive requests for assistance via phone, email, and voice mail. The Sr. Helpdesk Agent should remain calm and patient under pressure and thrive in a team environment. They assist agents who troubleshoot and solve problems related to the technical support of hardware and data transmissions, answering procedural questions, and documenting problems in a customized system.

　　Job Responsibilities

　　• Track and monitor project metrics electronically, assist with agent training and monitoring, and have skills in operations planning and technical areas.

　　• Assist agents who troubleshoot and solve problems that relate to the technical support of hardware and data transmissions, answering procedural questions, and documenting problems in a customized system.

　　• Research questions using available information resources.

　　• Serve as a communications coordinator across a variety of time-sensitive operational and technical issues, and maintain a master activities calendar.

　　• Answer tier 2 technical calls, emails, and voicemails related to a wide variety of hardware, software, and data transmission issues, and document highly detailed tickets into customized tracking systems.

　　• Possess excellent professional oral and written communication skills in English, be detail oriented, possess strong problem-solving skills, and be well organized.

　　• Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.

　　• Assist with inventory tracking of equipment.

　　Job Requirements

　　The successful candidate should possess excellent verbal and written communication skills in English, be detail oriented, and have a highly organized approach to work and strong problem-solving skills.

　　• Experience managing technical help desk agents

　　• 3-5 years of equivalent work experience.

　　• Must have customer service experience including LogMeIn123 or similar.

　　• Experience with ServiceNow, Microsoft Dynamics or similar.

　　• Bachelor’s degree from an accredited college/university

　　Preferred

　　• Experience with Survey Monkey or other study management systems

　　• Experience using Azure and/or InTune

　　• ITIL Certification

　　These assignments are temporary hourly positions. Benefits are based on hours worked and tenure.

　　Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.

　　Job ID:

　　26512BR

　　Career Area:

　　Research - Survey Support