Enterprise Help Desk - Tier 1

Job Locations US-VA-McLean
# of Openings
11
Category
Information Technology
Agency/Project
IRS
Job ID
2022-4883
Security Clearance
Public Trust

Responsibilities

OBXtek is currently staffing a 24-hour 365 day Enterprise Help Desk for the Internal Revenue Service with Help Desk Services - remote work only from anywhere in the United States.

 

Daily work will be performed on Government Furnished Equipment using your internet connection. You high-speed internet must be fast enough to support audio calls, video calls and screen sharing. (recommend 1 Gbps speed.)

 

Tier 1, Level 1 Responsibilities

  • Deliver friendly and supportive service to thousands of staff at the IRS.
  • Deliver Strong customer service skills through web chat, telephone, remote desktop tools, and video conference.
  • Regularly delivering high customer satisfaction.
  • Diagnose and resolve hardware and software problems on government laptops and desktops using a scripted knowledgebase.
  • Performance of basic network functions such as (but not limited to) verifying network connectivity, verifying IP addresses, connecting to the customer’s system remotely, adding and removing systems from the domain, etc.
  • Follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
  • Remotely install primary and peripheral computer software and hardware.
  • Troubleshoot and resolve problems on desktop computers, laptop computers and/or applications or software for customers.
  • Follow the escalation process.
  • Document actions taken including guidance provided, training given to customers to prevent recurrences.
  • Provide recommendations on gaps in scripted the knowledgebase as well as self-service guidance.
  • Coordinate with other Supervisor and other Service Desk provider specialists in resolving complex problems.
  • Pass security training.
  • Knowledge of the service desk business/operation and service desk systems.
  • Receive initial customer contact from web queue inventory or other means.
  • Respond to ticket and resolve issues in a way that reduces future issues when possible.
  • Mindful of prescribed average handling time for tickets.
  • Must be willing to do shift work.

Must be able to train for 5 weeks from 8-5:00, no matter which shift will become the work shift.
Available shifts (8.5 hours long) start at these times, Eastern time zone: 6:30, 9:00,12:00, 2:00

Qualifications

Background Check: Public Trust at IRS / Treasury

Proof of either US Citizenship or Permanent Residency is required.

 

Experience: 1 year of remote help desk experience.

 

Skills:

  • Proficiency of laptop and desktop computers and Operating Systems and hardware technologies.
  • Knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, and software applications.
  • Proficient in troubleshooting and resolving problems on desktop computers, laptop computers and/or applications or software for customers.
  • An ability to assist multiple customers at a time when possible.
  • An ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution.

Security Clearance

Public Trust

Company Information

COVID Policy: Prospective and/or new employees will be required to adhere with OBXtek’s vaccination policy. Employees working onsite at a customer location must comply with customer vaccination requirements which may include any or all the following: social distancing, masks, mandatory statements regarding one's vaccination status and mandatory testing.

 

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

 

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

 

As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

 

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law. 

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