Call Center Service Representative 4 (SCA)

Program Overview

About The Role

The Service Desk Application Support Lead (SCA) is responsible for ensuring that Application Support Tier 1 staff is prepared to support and resolve any supported MHS Application technical issue or request, to include proprietary and vendor supplied software and hardware.

The Tier Lead keeps the Application Support staff up to date on new and emerging proceses and procedures training and mentoring. The Technical Lead is a key source of knowledge, expertise and tool usage. The Tier 1 Lead works closely with the Application Support Supervisors and Director of Service Operation to ensure that support expectations are met or exceeded.

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one to be considered. Must be U.S. Citizen

What you’ll do:

The Service Desk Application Support Lead (SCA) will be responsible for the following but not limited to:

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Provide accurate, timely, and professional follow-up and resolution on all supported issues.
• Accurately triage/assign/escalate tickets per departmental procedures.
• Serve as an SME for procedure and support knowledge.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier 1.
• Perform side-by-side coaching with Analysts on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Participate in Incident auditing activities.
• Work special projects as required.
• Identify and prepare procedures/articles for knowledge base.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain a sense of urgency within the team during heightened periods of activity
• Maintain dependable attendance and schedule adherence

Qualifications

Required qualifications

• High School and 2+ years of experience
• Must be U.S. Citizen
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Minimum 6 months of Tier 1 DHA Global Service Center experience.
• Demonstrated knowledge of Service Desk support methodology.
• . Shift work may be required.

Desired qualifications:

• AA/AS Degree in Computer Science, or MIS
• HDI or similar certification
• The ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Strong critical thinking skills that facilitate expedient problem solving.
• Demonstrated teamwork skills.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.