Service Desk Representative - Tier 1
New
S
SparksoftIT Solutions
Remote/Hybrid if local to MarylandFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1+ years of experience in a high-volume call center
- Required Skills
- ServiceNowActive listening
Requirements
- 1+ years of experience in a high-volume call center.
- 1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations.
- Strong verbal and written communication skills, active listening, and a customer-first mindset.
- Ability to work independently, manage time effectively, and meet performance metrics.
- Ability to multitask while maintaining attention to detail and professionalism.
- Maintain a designated, distraction-free home workspace.
- High-speed internet connectivity (25/5 Mbps minimum; 50/10 Mbps recommended).
- High school Diploma or Equivalent.
- Ability to pass a federal background check and maintain required program clearance.
- Candidates must be able to obtain and maintain a Public Trust clearance.
Responsibilities
- Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and/or email.
- Attain a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue.
- Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues.
- Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support.
- Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
- Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
- Participate in regular training, quality assurance sessions, and process updates.
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