SRA International, Inc., A CSRA Company Associate Helpdesk Representative in Frederick, Maryland

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

No Suitability Required

Job Family:

Customer Support

Job Description:

Takes and processes transactions by telephone, internet, and correspondence from customers and representatives. Enters and maintains database records of customer profiles and prepares and maintains status reports. Acts as liaison for customers. Maintains knowledge of company products and customer service processes.

HS or equivalent + 2 yrs related experience. Communicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed in order to resolve the concern, issue, or problem. Provides first-level problem resolution on the telephone with users and walks the user through a series of steps to classify the level and nature of the problem. Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvement. Identifies customer needs and resolves issues based on applicable policies and procedures. Performs system monitoring and occasional testing support.; Provides some after-hours support. Provides support, including answering phone calls and emails from a end user scientific community. Provides Level 1 help desk support utilizing an inquiry ticketing system.

Works with other Level 1 team members and Level 2 technicians to understand when to escalate an incident and receives feedback to be able to independently handle future incidents. Elevates calls to staff assigned, to provide an accurate and informative resolution.

This position provides a combination of technical and programmatic inquiry response.

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Frederick - 8490 Progress Dr, Ste 200 (MDS005)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.