Peraton is conducting a Virtual Hiring Event for Tier 1 Help Desk Candidates on Thursday, August 26th from 5:00pm - 7:00pm
Register for the event here: https://bit.ly/wtperaton2021
Here are main aspects of the role:
Full time, temp to permanent position.
Full medical benefits included.
Onsite training and then work remotely .
Position description:
Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client’s, the US Postal Service, website.
Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.
Scope:
· Point of contact (POC) for feature/function and level one support problems originated by supported end-users.
· Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
· Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.
· Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.
· Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, along with other proprietary applications to provide live chat services and email resolution type responses.
· Support various Tier 1 platforms as directed by management/team lead(s).
Requirements:
· All candidates will be required to pass a behavioral and technical interview.
· Must obtain the client’s sensitive and Perspecta mandated clearance, to include drug screening, criminal history, and credit check. The clearance process can take two through eight weeks before a candidate is able to start work.
· When the candidate's work order is started the agency Supplier is responsible for providing drug screening. Failure to submit the drug screening results will delay the security clearance process.
· All candidates must be a US Citizen or hold a valid Green Card.
· Candidates cannot have more than six consecutive months outside the United States within the last five years. Military service excluded. (Exception does not include military family members.)