Document Quality & Service Desk Specialist

Job ID: 2311204

Location: REMOTE WORK, VA, US

Date Posted: 2023-08-11

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: Yes

Description

Purpose: Provide operations support to various teams supporting the Federal Government in the processing of documents while maintaining a high degree of quality and integrity of information being stored, sent, and received.

Job Responsibilities

• Meet or exceed performance expectations

• Complete required training

• Perform data entry using various applications

• Perform quality control and tracks quality defects using a tracker

• Plan, organize, and prioritize various tasks to complete deadlines

• Maintain knowledge of relevant technology and training

• Conduct research and troubleshooting

• Maintain integrity and security of information added to all operating databases.

• Perform administrative duties

• Perform special projects assigned by management

• Flexible with schedule and ability to work late shifts as needed

• Professional written and verbal communication skills with management, team members and customers

• Demonstrate experience working in a fast-paced environment

• Read and conceptualize information using critical thinking skills

• Demonstrate problem solving and decision-making skills

• Multitask with various applications while maintaining a high degree of attention to detail.

• Create, organize, and maintain information up to date

• Plan, organize, and prioritize various tasks

• Open to feedback, change and learning

• Willing and able to cross-train in various tasks

• Answer and respond to customers' requests via phone and email

• Identify, research, and resolve customer issues

• Provide accurate and timely ticket documentation

• Provide timely updates and follow up to customers

• Escalate to internal representatives or system support specialists when appropriate

• Identify and appropriately communicate recurring problems

• Evaluates and prioritizes customer problems and complaints

• Comply with documented regulations, processes, and procedures

• Other responsibilities as may be required by management

Qualifications

Minimal Required Qualifications

• Effective and professional written and verbal communication with team members, management, and customers

• Eligible to obtain a Public Trust Clearance

• US. Citizenship required

• At least 2 years of experience:

o Completing tasks using Standard Operating Procedures (SOPs), reference tools and guidelines

o Working with Microsoft applications such as Teams, Outlook, Word, Excel, and PowerPoint

o Data entry

o Customer service

• 1+ year experience in help desk/call center environment

• Excellent oral and written communication skills

• Strong problem-solving skills

• Team player with a strong commitment to customer satisfaction

Preferred Qualifications

• Associates or Bachelor’s degree

• 3+ years of experience working in Quality Assurance or Quality Control

• HDI Customer Service Representative certification

• Experience with trouble ticketing systems

• Knowledge with government clients/environment

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.