Technical Support

ASRC Federal Cyber LLC, a subsidiary of ASRC Federal, is recruiting a Technical Support Specialist
1. This position will be providing remote help desk support to the FDA.

Provide exceptional Tier 1 support for specified FDA OII Applications clients. The Tier 1 Support analyst performs end-user support for OII Applications, take customer calls, address customer emails and tickets. Use Knowledgebase tool to retrieve and improve KB solutions, use the Service Now ticketing system to log incoming calls and emails, and use internal Contact Center tools as required.

• High School Diploma/ GED / some college work preferred.
• Must be able to work any Office hours from 6:00AM to 7:00PM Mountain Time
• Must be a US Citizen
• 2+ years of experience in Contact Center Customer Service or equivalent help desk experience
• Knowledge and experience of customer service practices/quality management best practices
• Proven work experience as a quality control/assurance professional or equivalent help desk experience
• Must be able to pass a Federal Government background investigation (Food & Drug Administration Public Trust)
• Very good organizational skills, ability to multi-task, good problem-solving skills, ability to work independently and as part of a team.
• Ability to communicate clearly, providing accurate and professional responses
• Ability to maintain good working relationship with peers and customers of all technical and non-technical levels.
• Solid organizational skills, including multitasking and time-management.
• Must be a team player and be able to work effectively as an individual.