Service Desk Agent I

SUMMARY: The Service Desk Agent role in Akimeka supports a web-based registration portal and streaming video services being developed and delivered along with other partnered contractors for a DoD customer to provide a new mobile application for overseas service members and their families. This is a 100% remote position that requires a quiet, dedicated home office or workspace with a high-speed, wired ethernet connection (no wireless, cellular or satellite connections). Agent will be provided a computer, monitors, VoIP and software needed to perform duties. Hiring for Part Time 20 hours per week. Flexible Shifts and Days. Subject to work at other times, overtime, and as part of an emergency response team.
DUTIES & RESPONSIBILITIES:Responsibilities include, but are not limited to:

• Diligently respond to incoming request while being attentive to detail when documenting a user’s request, and completing forms as required/needed
• Providing first level support assisting users by providing superior quality support and service information to users
• Actively resolve and/or escalate incidents and service requests by ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer sensitive manner
• Document and update tickets based on interactions with users by asking leading questions
• Responsible for maintaining high levels of professionalism and respectful communication with all users
• Communicate non-technical language and communicate that information for technical staff
• Responsible for attending meetings, training sessions, reviewing performance, and ensuring that organizational objectives and goals have been met
• Follow up with users after the problem has been resolved to ensure it was resolved to the user’s satisfaction.
• Other duties as assigned

MINIMUM REQUIREMENTS:

• High School Diploma/GED required (Associate degree preferred)
• Excellent written and verbal communication with customer and team members
• Minimum 1-year customer service experience
• Required to stay updated on various organizational procedures and processes including dealing with sensitive data and must follow strict security protocol
• Basic understanding of networking
• Must be able to maintain operations for all aspects of Tier I, along with ensuring proper workflow between Tiers and the service desks of partner companies also providing services to this overall solution.
• Broad knowledge of IT products, services, and terminology
• Proficiency in mobile devices and operating systems (iPhone and Android)
• Working knowledge of MS Office products

PREFERRED REQUIREMENTS:

• Experience using VoIP soft phone
• Excellent interpersonal skills/telephone manner including active listening and understanding, empathy and patience with difficult callers and presentation of technical functionality to a non-technical audience
• Multiple language fluency a plus
• Knowledge of military rank structure and terminology a plus
• Knowledge of SQL, Linux, AWS
• CompTIA A+ Certification
• Proficiency in Smart TV’s and streaming devices
• Experience using Service Desk ticketing software

The selected applicant will be subject to a background check and drug testing.
The physical demands and work environment characteristics described here are representative of those an employee encounters while preforming the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity/Affirmative Action Employer. VSE considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status, or any other characteristic protected by law.
VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.