• Provide Tier 1 technical assistance to computer program users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
• Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
• Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
• Resolve incidents or requests as required.
• Conduct customer satisfaction call backs and record results.
• Attend ongoing Government-provided knowledge transfer and training sessions.
• Stay abreast of all changes in standard operating procedures.
• Utilize the Knowledge Management System to assist with call resolution.
• Attend team meetings as required.

• Must be able to attend an on-site four (4) week training program at NAS PAX River.

• Less than three (3) years of experience performing work related to the functions in the job description.
• Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
• Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
• Extensive knowledge and experience of customer service.
• Good interpersonal, Problem-solving, and Time management skills.
• Good written, oral, and interpersonal communication skills.
• Strong attention to detail, organizational skills, and a commitment to quality.
• Ability to conduct research into PC and software issues and products as required.
• Eligibility to pass the required Government background check and obtain a public trust level Clearance.

Desired Qualifications:
Preferential consideration for applicants who have:

• A current, active Non-NISP Clearance, Public Trust or higher-level US clearance
• Tier 1 Help Desk experience is a plus.