Job Information
Service Source Help Desk Agent in Ft Eustis, Virginia
Job SummaryAdapt to a variety of nonstandard and standard problems that require extensive operator intervention (e.g. frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, choose or devise a course of action from among several alternatives from standard procedures if standard procedures do not provide a solution (e.g. reassign incident ticket to the appropriate tier 2); then refer problems if necessary. Work typically submitted to users without supervisory review.
Primary DutiesThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.
Perform a variety of help desk services including tier 0 administrative work and tier 1 customer contact support.
Provide effective customer support services including technical advice, trouble analysis, problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
Provide telephonic and web-based tier 0 administrative and tier 1 help desk support.
Maintains records, logs and reports of assistance.
Follow standard operating procedures, security processes and protocols.
Additional Duties and Responsibilities
- Meet and/or exceed established quality standards.
Qualifications: Education, Experience and Certification(s)
High school diploma or general education diploma (GED) required.
Minimum of one year experience working in a call center environment required.
Ability to obtain and maintain a government issued CAC is required.
Ability to work on a 24-hour/7-day operation requiring the flexibility to provide coverage over different shifts required.
Ability to work on some holidays, late evenings, overnights, and during inclement weather conditions and emergency situations required.
Knowledge, Skills and Abilities
Understanding of military terminology and Army Training programs preferred.
Understanding of personal computers, working knowledge of Microsoft operation systems (versions 7 and above), Microsoft Office Suites (version 10 and above) and internet browsers (Firefox, Internet Explorer) required.
Physical DemandWhile performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees. The employee frequently is required to sit for extended periods of time. The employee must regularly lift and/or move up to 25 pounds and occasionally life and/or move up to 50 pounds.
Work EnvironmentWhile performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet. Essential personnel are required to work in the event of disaster, inclement weather or any other emergency that may otherwise close the base operations.
What We Offer – for Benefit Eligible Employees May Include: Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
Health coverage for you and your family through Medical, Dental, and Vision plans.
Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
Generous paid time-off program in which the benefits increase based on your tenure with the company.
ServiceSource is a leading nonprofit disability resource organization with programs and operations in 12 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, and Virginia. Collectively, the organization serves more than 25,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.
To learn more, you may click on the following video link: https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s
4 Easy Steps to Apply
Step 1:Apply online to an open position.
If you need reasonable accommodation to complete the application process please contact the Program Outreach Specialist in your region using the list below.
Step 2: Submit completed Introductory Data Sheet and Resume to a local ServiceSource contact
Step 3: Submit Comprehensive Release form to a local ServiceSource contact
Step 4: Submit Documentation of Disability letter to a local ServiceSource contact
Program Outreach Specialists by Location
Aurora/Colorado Springs, Colorado
(719) 510-2328
Co-Jobs@servicesource.org
Fort Worth, Texas
(571) 455-8541
Tx-jobs@servicesource.org
Newport News/Fort Eustis, Virginia
(757) 503-1222
FtEustis-jobs@servicesource.org
Northern Virginia, Washington, DC, Maryland
(703) 970-3697
VAMDDC-Jobs@servicesource.org
Northern Virginia/Quantico/Washington, DC – Food Services
(571) 455-0195
Jobs-VA-FoodService@servicesource.org
St. Louis, Missouri
(314) 202-9199
Stl-jobs@servicesource.org
Boyers, Pennsylvania
(571) 455-8541
Boyers-jobs@servicesource.org
North Carolina/Kentucky
(910) 826-4699 ext. 4699
Jobs-NCKY@servicesource.org
Florida
(727) 538-7370
Jobs-FL@servicesource.org
DE, PA, MD and TX
(302) 765-1259
Jobs-DEPAMDTX@servicesource.org
NOTICE TO APPLICANTS
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
We are a drug-free workplace. Pre-employment background checks, including E-Verify, are required for all employment positions.
Do you need a reasonable accommodation to apply to a career opportunity online? Please click here (https://www.servicesource.org/contact-us) to view a list of Regional Office locations. Please ask to speak with Human Resources.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
ServiceSource is a leading nonprofit disability resource organization with programs and operations in more than 10 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, Utah, and Virginia. Collectively, the organization serves more than 31 ,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.
To learn more, you may click on the following video link:
https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s
What we do