Sr. Associate, Tier 1 Help-Desk Support Engineering Services 1

Job Title: Sr Assoc, Tier 1 HelpDesk Support-Engineering Services

Job Code: 8942

Job Location : Dulles, VA

Job Description :

Sr Associate will be responsible for Tier I support for external US DoD, Fed/State/Local Government agencies and Foreign Military end users of Government Iridium SATCOM services. Individual will be on-site full time.

As an essential member of the Service Desk team, individual will engage customers with a professional manner through clear verbal/phone and written communication. Daily responsibilities include the following:

• Screening and processing user account requests and account unlock requests.
• Validating and processing service provisioning orders using administrator web portal to activate, configuring or deactivate hand-held and mobile equipment.
• Maintaining detailed status updates and outcomes for order inquiries, account requests, and requests for information.
• Triaging technical support inquiries, following guidance for routine troubleshooting before escalating to an appropriate Tier II Subject Matter Expert.
• Maintaining 100% accurate and on-time order completion, adhering to all data entry logging for complete and accurate reporting and billing.

Adherence to processes and work instructions is required. The individual is expected to routinely evaluate workflow to identify opportunities for improvement and efficiencies, and to serve as the voice of the customer, communicating end user change requests or recurring support issue trends to the program.

Essential Functions:

• Provides administrative support by phone and email to support end users on how to obtain SATCOM services and web-based self-service portal accounts.
• Maintains security posture to protect customer data, PII and restrict access and information except to authorized users.
• Validates completeness of service delivery orders and provisioning requests and fills them completely, accurately and on time.
• Creates and maintains work instructions related to job function. Is a direct contributor to improving FAQs, best practices, user guides, service, and bulletins to end users.
• May occasionally back up shipping and receiving function, and support material order fulfillment (kitting and packing) as needed.
• Required to learn on the job, consistently follow instructions and recheck work for accuracy and completeness.
• Work independently and adjust to shifting priorities.
• Proficient with Microsoft products, including Excel, Word, Visio, Power Point.

Qualifications :

• Bachelor’s Degree with 2 years of prior related experience. In lieu of a degree, minimum of 4 years of prior related experience.
• Excellent verbal communications skills.
• A minimum of 2 years period experience with Customer Service, training or technical support.
• US Citizenship required.
• Secret Clearance (interim, or ability to obtain within 30 days of employment).

Preferred Additional Skills:

• Service Desk or customer phone support or prior phone sales experience.
• Understands object-oriented database concepts and data relationships.
• Experience with Iridium Satellite equipment or services.
• Experience using Agile PDM and SharePoint.