Help Desk Support

JOB DESCRIPTION

Location: Washington DC - hybrid
Duration: 18 month contract
Pay: $20.90/hr
 
The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues.
 
Responsibilities include:

• Escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution.
• Proficiency with ticketing systems, technical support documentation, and hardware/software technologies is required.
• The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed.
• Provide phone support Monday–Friday, 8 AM–5 PM EST.
• Respond to 30,000+ annual calls and 10,000+ emails from customers.
• Manage course creation, editing, and cancellations in the Internal Volunteer Portal (Salesforce).
• Order course materials and assist volunteers with reimbursements and approvals.
• Locate both in-person and virtual courses for participants and volunteers.
• Resolve issues related to incomplete or missing course paperwork.
• Process certificate replacement requests and handle returned check processing.
• Coordinate system access and order training materials for new and current volunteers.
• Send onboarding notifications and access credentials.
• Address ad-hoc onboarding needs by coordinating with leadership and providing necessary assistance. Provide one-on-one support to volunteers for portal access, course management, and reimbursements.
• Use Zoom for complex troubleshooting to expedite issue resolution.
• Identify and address process inefficiencies, proposing workarounds where necessary.

• Prior experience in customer service, call centers, and help desk support is essential.
•  3+ years with IT customer service
• High school diploma or higher
• Strong technology skills
• Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.
• The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed.