Help Desk Tier 1 Technician

ASRC is looking for a Help Desk Tier 1 Technician to provide exceptional support for specified Office of Regulatory Affairs applications (ORA) and serve as the first point of contact for Client ORA Users. Provide support to ORA Applications and provide critical support solutions for the Division of Food Defense Targeting (DFDT). Using the ServiceNow Knowledgebase, evaluate and escalate client issues to the appropriate tier level 2 or 3. Document all communications between client, tier 2 and tier 3 using ServiceNow, while keeping clients informed on all information received and actions taken by the helpdesk.

• Handle incoming ACD calls and respond to consumer inquiries regarding ORA Applications.
• Respond to contacts via phone, web tickets and email.
• A primary component of the position is performing accurate ticket entry in ServiceNow ticketing system and proper timely resolution or escalations.
• Knowledgebase usage and contributions based on Client Customer inquiries and request.
  
  

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering an hourly rate of $16.17-$18.80 permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

Requirements

• Strong computer skills, analytical ability to resolve complex customer inquiries.
• Excellent verbal and written communications.
• Excellent interpersonal skills to effectively interface with all levels of staff, clients, and customers.
• Ability to multi-task. Ability and experienced in performing research.
• Ability to demonstrate superior organizational skills by keeping operational files and work area organized.
• Must have the ability to handle a high level of responsibility and effectively handle high call and email volume.
• Demonstrate a strong work ethic.
• Government contract experience a plus.
• Must be able to obtain and maintain Public Trust level 5 security clearance.
• Must be a US Citizen and be able to pass extensive background check
• Experience Team Players with Help desk Customer Service
• Must speak English fluently.
  
  

Education: High School Diploma/ GED / some college work preferred

Shift information: Any Office hours from 6:00AM to 7:00PM MST + Afterhours Support

Office Hours: 6am to 7pm MST