Help Desk Representative 2
Durham, North Carolina, United States of America
Full Time
1 day ago
$60,000 USD
No H1B
Key skills
GoServiceNowAgileCommunication
About this role
Tuknik Government Services, LLC, a Koniag Government Services company, is seeking a Call Center Representative to support TGS and our government customer in Durham, NC. This position requires the candidate to be able to obtain a Public Trust.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The candidate will work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Subject Matter Expert (SME). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones when needed.
All employees are considered mission critical and are expected to report even during inclement weather conditions.
Hours:
• Main Hours: Mon-Fri: 7:00am-3:30pm
• Assist working: After 3:30pm when needed
Location:
• Durham, NC
Essential Functions, Responsibilities & Duties may include, but are not limited to:
• The person selected will be able to do the following:
• Through strong commitment, communication, organization, and teamwork the SME Team will contribute to the success of Team Tuknik by:
Calls:
• Providing a high level of customer service.
• Being courteous and efficient.
• Providing an example to CSR’s via:
• Being logged in and ready when the shift is scheduled to start (Phone & Teams).
• Utilizing the right templates correctly.
• Utilizing the correct KB.
• Providing detailed troubleshooting notes.
• All Hands-on Deck – All SMEs
• During extremely high call volumes, such as an outage, an “All Hands-on Deck” event may be invoked. If invoked, SMEs will assist as follows:
• One SME may take over as ACD freeing up another lead
• Virtual Portal. One SME will take over monitoring the Portal to allow additional agents to be available for handling calls.
• One or more SMEs may be asked to take incoming calls
• When the “All Hands” event is over, SMEs return to their normal duties.
• See the SME Team Chat Shared Folder there is an “ALL HANDS-ON Deck” folder
• see “ ALL HANDS-ON DECK – Calls Waiting (instructions)”
• Gatekeeping – All SMEs
• Providing attentive service to the Gate:
• Ensuring the Gate is covered.
• Utilizing the Gatekeeper Handoff Report (correct version).
• Send High Priority-High Impact Courtesy Notifications as needed.
• Carefully reviewing all ticket information for proper routing (Assignment History & Categorization).
• Utilizing SME team members appropriately to:
• resolve customer’s issues and/or
• gather the appropriate Level II troubleshooting data allowing for the ticket to be reassigned
• Support CSR training via “Training Emails”:
• Sending follow-up emails to the agents and copying the Lead Team.
• Updating the ticket with the follow up (e.g., sent email to Agent requesting additional information – see attached email) and attaching the emails.
• Keeping the “Gatekeeping Ticket Escalation Assignment Group List” updated.
• Level II Troubleshooting – All SMEs
• Addressing tickets in a timely fashion (contacting the customer as soon as possible with a priority on teleworkers-try to catch them before they must go in).
• Updating tickets daily (SLA is 24 business hours) or providing a scheduled follow-up date & time in the journal notes and suspending the ticket until that date.
• Suspend any tickets with a follow-up date over 5 days in the future.
• Sharing knowledge and or creating a “fix” document for distribution to the team.
• KB Article Review – All SMEs
• Review and submit assigned articles in a timely manner.
• Update articles or links as needed even if not assigned.
• PARENT Ticket Follow Up – Designated Duty for two SMEs
• The PARENT Ticket Follow Up process is a failsafe to ensure:
• Customers receive assistance for incidents (EIM) associated AFTER a PARENT ticket was resolved.
• Customers receive assistance for incidents (EIM) incorrectly associated with a PARENT ticket (e.g., their issue is not related to the PARENT ticket to which it was associated).
• PARENT ticket associations are completed correctly and not duplicated or misrepresented (e.g., multiple sites are not included in one ticket) to ensure an accurate measurement of impact.
• Agents, who are not following the process correctly, receive follow-up training enabling them to complete future associations correctly.
• See PARENT Ticket Follow Up Report - How to Instructions for more information.
• PM Taskforce – All SMEs
• Be alert to incoming ^PM Taskforce emails
• Respond to the email ASAP
• Provide the following details
• Ticket number in subject line
• Link to ticket in the body
• Date and time the ticket was opened
• Date and time assigned to their queue and the name of the queue, e.g., Desktop Support.
• Whether or not the ticket is assigned to an individual (if assigned to an individual, include them in the cc: field)
• Brief description of the issue.
• A polite request for an update
• Update the ticket with a note about the PM Taskforce email and attach a copy
• ATHD (Assistive Technology Help Desk) – One designated SME – Work closely with the Call Center Manager
• Attend Level 3 ATHD Meetings
• Updating all ATHD KBs via normal process
• Keep ATHD Agent list up to date
• Identify and Train new ATHD agents as needed to maintain at least 25 trained agents
• Monitor the ATHD Chatroom
• Monitor the ATHD Service Now Queue.
• Designate 1 or two agents to assist with this
• Report to SME Team lead and Call Center Manager weekly on ATHD Activities and Needs
• Send weekly and Monthly ATHD Status report to Call Center Manager, cc SME Team Lead
• CCSB Callback – All SMEs
• As needed provide callback services.
• Additional information on SME duties can be found in the NNSO SOP
• The candidate must: To apply for the position you must have the below qualifications:
• Attendance – Exceeds expectations
• No performance Issues
• Tickets- Should not be on the weekly report for returned tickets
• Able to communicate effectively verbally and in writing
• Able to multi-task and have no issues to do additional tasks
• Must be a team player – Able to work with your co-workers and management
• Be able to effectively interact with all team members in both locations
• Work closely with the other leads and Call Center Manager
• Able to get task completed ASAP when needed
• Provide manager with weekly status report
• Back-up to other leads when needed
• SSA Call Center experience for at least 1 Year
Security Requirement:
• Ability to obtain a Public Trust.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The candidate will work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Subject Matter Expert (SME). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones when needed.
All employees are considered mission critical and are expected to report even during inclement weather conditions.
Hours:
• Main Hours: Mon-Fri: 7:00am-3:30pm
• Assist working: After 3:30pm when needed
Location:
• Durham, NC
Essential Functions, Responsibilities & Duties may include, but are not limited to:
• The person selected will be able to do the following:
• Through strong commitment, communication, organization, and teamwork the SME Team will contribute to the success of Team Tuknik by:
Calls:
• Providing a high level of customer service.
• Being courteous and efficient.
• Providing an example to CSR’s via:
• Being logged in and ready when the shift is scheduled to start (Phone & Teams).
• Utilizing the right templates correctly.
• Utilizing the correct KB.
• Providing detailed troubleshooting notes.
• All Hands-on Deck – All SMEs
• During extremely high call volumes, such as an outage, an “All Hands-on Deck” event may be invoked. If invoked, SMEs will assist as follows:
• One SME may take over as ACD freeing up another lead
• Virtual Portal. One SME will take over monitoring the Portal to allow additional agents to be available for handling calls.
• One or more SMEs may be asked to take incoming calls
• When the “All Hands” event is over, SMEs return to their normal duties.
• See the SME Team Chat Shared Folder there is an “ALL HANDS-ON Deck” folder
• see “ ALL HANDS-ON DECK – Calls Waiting (instructions)”
• Gatekeeping – All SMEs
• Providing attentive service to the Gate:
• Ensuring the Gate is covered.
• Utilizing the Gatekeeper Handoff Report (correct version).
• Send High Priority-High Impact Courtesy Notifications as needed.
• Carefully reviewing all ticket information for proper routing (Assignment History & Categorization).
• Utilizing SME team members appropriately to:
• resolve customer’s issues and/or
• gather the appropriate Level II troubleshooting data allowing for the ticket to be reassigned
• Support CSR training via “Training Emails”:
• Sending follow-up emails to the agents and copying the Lead Team.
• Updating the ticket with the follow up (e.g., sent email to Agent requesting additional information – see attached email) and attaching the emails.
• Keeping the “Gatekeeping Ticket Escalation Assignment Group List” updated.
• Level II Troubleshooting – All SMEs
• Addressing tickets in a timely fashion (contacting the customer as soon as possible with a priority on teleworkers-try to catch them before they must go in).
• Updating tickets daily (SLA is 24 business hours) or providing a scheduled follow-up date & time in the journal notes and suspending the ticket until that date.
• Suspend any tickets with a follow-up date over 5 days in the future.
• Sharing knowledge and or creating a “fix” document for distribution to the team.
• KB Article Review – All SMEs
• Review and submit assigned articles in a timely manner.
• Update articles or links as needed even if not assigned.
• PARENT Ticket Follow Up – Designated Duty for two SMEs
• The PARENT Ticket Follow Up process is a failsafe to ensure:
• Customers receive assistance for incidents (EIM) associated AFTER a PARENT ticket was resolved.
• Customers receive assistance for incidents (EIM) incorrectly associated with a PARENT ticket (e.g., their issue is not related to the PARENT ticket to which it was associated).
• PARENT ticket associations are completed correctly and not duplicated or misrepresented (e.g., multiple sites are not included in one ticket) to ensure an accurate measurement of impact.
• Agents, who are not following the process correctly, receive follow-up training enabling them to complete future associations correctly.
• See PARENT Ticket Follow Up Report - How to Instructions for more information.
• PM Taskforce – All SMEs
• Be alert to incoming ^PM Taskforce emails
• Respond to the email ASAP
• Provide the following details
• Ticket number in subject line
• Link to ticket in the body
• Date and time the ticket was opened
• Date and time assigned to their queue and the name of the queue, e.g., Desktop Support.
• Whether or not the ticket is assigned to an individual (if assigned to an individual, include them in the cc: field)
• Brief description of the issue.
• A polite request for an update
• Update the ticket with a note about the PM Taskforce email and attach a copy
• ATHD (Assistive Technology Help Desk) – One designated SME – Work closely with the Call Center Manager
• Attend Level 3 ATHD Meetings
• Updating all ATHD KBs via normal process
• Keep ATHD Agent list up to date
• Identify and Train new ATHD agents as needed to maintain at least 25 trained agents
• Monitor the ATHD Chatroom
• Monitor the ATHD Service Now Queue.
• Designate 1 or two agents to assist with this
• Report to SME Team lead and Call Center Manager weekly on ATHD Activities and Needs
• Send weekly and Monthly ATHD Status report to Call Center Manager, cc SME Team Lead
• CCSB Callback – All SMEs
• As needed provide callback services.
• Additional information on SME duties can be found in the NNSO SOP
• The candidate must: To apply for the position you must have the below qualifications:
• Attendance – Exceeds expectations
• No performance Issues
• Tickets- Should not be on the weekly report for returned tickets
• Able to communicate effectively verbally and in writing
• Able to multi-task and have no issues to do additional tasks
• Must be a team player – Able to work with your co-workers and management
• Be able to effectively interact with all team members in both locations
• Work closely with the other leads and Call Center Manager
• Able to get task completed ASAP when needed
• Provide manager with weekly status report
• Back-up to other leads when needed
• SSA Call Center experience for at least 1 Year
Security Requirement:
• Ability to obtain a Public Trust.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352