Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities . As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.
This is a fully remote, full-time position and may include shifts between 7:00 AM and 10:30 PM, seven days per week, with either weekdays (5 days, 8-hour shifts) or weekends (4 days, 10-hour shifts). Although this position is fully remote, applicants who reside within or near the service area (Newport News, Virginia Beach, Hampton Roads) will be given preference. The Help Desk Agent provides Tier 0 and Tier 1 technical support to military members and other authorized users of ATIS systems.
The incumbent independently analyzes, troubleshoots, and resolves routine and non-routine technical issues involving hardware, software, applications, and system access. This position requires the ability to adapt to changing technologies and procedures, exercise independent judgment when standard solutions are ineffective, and ensure timely resolution or escalation of issues to maintain mission readiness and customer satisfaction.
Primary Duties 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. Provide Tier 0 and Tier 1 Help Desk Support by responding to customer inquiries via telephone and web-based platforms and delivering technical assistance to military personnel worldwide.
Troubleshoot and Resolve Customer Issues by analyzing problems, providing technical guidance, resolving routine system and access issues, and ensuring customers receive timely and effective support. Escalate Complex Issues to appropriate commercial or government support personnel when necessary and follow through to facilitate timely issue resolution. Document Customer Interactions and Maintain Service Records by accurately recording assistance provided, updating customer records, tracking service requests, and maintaining required logs and reports.
Adhere to Performance, Security, and Quality Standards by following established operating procedures, security protocols, and service-level requirements while meeting or exceeding key performance indicators and quality expectations. Additional Duties and Responsibilities Provide customer support services including technical guidance, problem analysis, system support, courseware access assistance, distance learning enrollments, customer records maintenance, and data entry.
Generate and maintain daily, weekly, and monthly performance metrics and reports for supervisors and government customers to support contract compliance and program performance. Participate in ongoing training activities to maintain proficiency in assigned systems, applications, policies, procedures, and program updates. Monitor and report issues affecting Government-Furnished Equipment (GFE) and coordinate with designated support personnel to facilitate repairs or replacements.
Collaborate with teammates, supervisors, and government stakeholders to achieve project goals, service objectives, and contractual deliverables. Participate in team meetings, training sessions, quality reviews, and continuous improvement initiatives to enhance customer service and operational performance. Perform other responsibilities as assigned. Qualifications: Education, Experience and Certification(s) High school diploma or GED required.
Minimum of one (1) year of call center, customer service, or help desk experience required. Ability to obtain and maintain a government-issued CAC required. Ability to obta