Help Desk Tier 1 Technician

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

ASRC Federal is seeking a highly motivated and customer-focused Tier 1 Help Desk Analyst to provide exceptional support for specified FDA Office of Information and Infrastructure (OII) Applications clients. You will be the first point of contact, delivering crucial technical assistance and maintaining a high standard of service for our customer base. This is a remote position in CO Springs, will be required to travel to FDA a few times.

Key Responsibilities

• Provide Tier 1 end-user support for OII Applications via telephone and email.
• Log and manage all incoming customer inquiries and support issues accurately and professionally using the ServiceNow ticketing system.
• Address customer issues effectively, aiming for first-call resolution where appropriate.
• Utilize the existing Knowledge Base (KB) tool to research solutions and actively contribute to the improvement and maintenance of KB articles.
• Ensure clear, professional, and accurate communication when providing technical responses to customers of all technical and non-technical levels.
• Adhere to internal Contact Center tools and best practices as required for call handling and issue resolution.
• Maintain a high level of customer satisfaction and foster good working relationships with peers and customers.
• Manage multiple tasks effectively while maintaining a commitment to quality and organization.

Required Qualifications and Experience

• 2+ years of experience in Contact Center Customer Service, Help Desk, or equivalent technical support role.
• Proven knowledge and experience with customer service practices and quality management best practices.
• Demonstrated experience as a quality control/assurance professional or equivalent help desk experience showing a commitment to high-quality support.
• Solid organizational skills, including multitasking and effective time management.
• Exceptional verbal and written communication skills with the ability to convey technical information clearly.
• Must be a team player with the ability to work both collaboratively and independently.
• Must be a U.S. Citizen.
• Must be able to pass a Federal Government background investigation (Food & Drug Administration Public Trust).

Education

• High School Diploma/GED required. Some college coursework is preferred.

Work Schedule Requirements

• Must be able to work any shift within the office hours of 6:00 AM to 7:00 PM Mountain Time.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. 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.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.