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HELP DESK SPECIALIST 2A at Akimeka

Posted in Other 30+ days ago.

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Type: Full Time
Location: Durham, North Carolina





Job Description:

CUSTOMER SERVICE REPRESENTATIVE

Job Description

* The selected candidate will provide detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS).

* Problem reporting in the CAPRS is required in both real-time voice and emergency notifications.

* The candidate will identify and report on a wide variety of hardware, software, mainframe access and print problem determination/escalation.

* Additionally, the individual will dispatch all vendor hardware tickets as established by previously defined priority levels.

REQUIREMENTS

* Candidates must have a minimum of 6 months experience with the following:

* Windows Operating System workstation/server

* Microsoft Systems Management Server (SMS) 2.0

* Microsoft Exchange/Outlook client/server applications

* TCP/IP

* High speed Backbone Network Service (vBNS)

* Multi-Protocol Label Switching (MPLS)
* VoIP and Cisco routers

* The candidate will also be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents within 2-4 weeks of joining the company.

* Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. We will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).

PHYSICAL EFFORTS REQUIRED OF THE CUSTOMER SERVICE REP:

* Sit - 5.5 to 8 hours daily

* Walk - up to 2.5 hours daily

* Bend/Stoop up to 2.5 hours daily

* Reach above shoulder level - Up to 2.5 hours daily

* Talk - 5.5 to 8 hours daily

* Reading - knowledge base, emails, CAPRS tickets

* Writing - emails, CAPRS tickets

* Eye/Hand Coordination - Computer Mouse, pressing status buttons on phone (ready, not read, etc)

* Precise Manual Dexterity - Computer Mouse, pressing status buttons on phone (ready, not ready, etc)

* Exposure to extreme noise - Working in a call center sometimes involves overhearing other representatives talking on the phone,. Additionally, there are regular fire alarms in the building.

Akimeka is proud to be an EOE/Minorities/Females/Vet/Disability employer!.