Job Description

Westat is seeking Help Desk Agents who will be responsible for answering live phone calls, responding to voicemails, emails, and live chats, and following up on unresolved issues in a timely manner.

The Help Desk Agent shift is 9:00 am - 5:30 pm, Monday - Friday.

The position is to work 5 days per week on-site at our office location in Gaithersburg, Maryland, and requires individuals who are dependable, self-motivated, and able to work effectively in a team environment.

Job Responsibilities:

Monitor and respond to phone calls, voicemails, emails, and live chat in a timely manner as assigned by Supervisors and Task Advisors. Work in-person / in-office at the Gaither Road location, 40 hours a week. Complete project non-disclosure forms and ensure and adhere to project confidentiality requirements. Adhere to protocol regarding use of work equipment and resources. Record all incoming issues using ticket-tracking software. Promptly follow up on all assigned Help Desk tickets. Agents are required to attend all training sessions and any scheduled meetings after training. Agents are responsible for learning project material in the Help Desk knowledge base and other reference materials. Must be dependable and able to work a full-time 40-hour schedule according to your assigned shift. Agents are expected to be ready to take calls at the start of the shift. Must be flexible and willing to help with other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but are not limited to calling schools for follow-up, project testing, or assisting with other operational tasks. Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled basis.

Basic Qualifications:

A minimum of 1 year of customer service or call center experience. U.S. Citizenship is required by contract.

Preferred Qualifications:

Associate's degree or higher in an IT-related or customer service field. Entry level CompTIA A+ IT Certification. Experience with Microsoft 365, Excel, Outlook, and Word. Experience with remote conferencing software, such as Microsoft Teams. Experience with remote support software, such as LogMeIn Rescue. Experience with Deltek Time & Expense time-tracking software. Experience with Windows 11, Chromebooks and ChromeOS, and Mac and iOS. Experience with an electronic ticket-tracking system, such as Zendesk, with integrated VOIP.

Minimum Qualifications:

Must be able to successfully complete a federal government background screening (eQIP). Must exhibit professional courtesy and proper phone etiquette when speaking with callers. Must have a clear, easily understandable speaking voice in English and excellent written and verbal communication skills. Must type well. Must be able to spell accurately, have good sentence composition skills, and communicate using professional etiquette. Must be able to answer questions in a grammatically correct, non-technical style, concentrating on brief questions and answers. Bilingual applicants must be fluent in both Spanish and English and have excellent reading, writing, and speaking skills in both languages. Candidates will not be considered bilingual unless they possess excellent skills in all three areas of communication. Must have basic familiarity with browser-based software on a Windows computer and with computer navigation on modern browsers, including Chrome, Edge, Firefox, and Safari. Must be able to communicate technical documentation clearly to users who may be unfamiliar with computers, smart phones, routers, or project-specific systems. Must be reliable, flexible, and must enjoy working in a fast-paced, team-oriented environment. Must be able to quickly learn procedures and systems and adapt to changes throughout the assignment. Must be able to apply acquired knowledge to clearly articulate answers to requesters.

These assignments are temporary hourly positions. Benefits are based on hours worked and tenure.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law.

Career Area

Research - Survey Support

Target Pay Rate

17.75