We are hiring an influential Tier III Helpdesk Agent to join our collaborative team at Zolon Tech in Herndon, VA.
Growing your career as a Full-Time Tier III Helpdesk Agent is an incredible opportunity to develop competitive skills.
If you are strong in leadership, time management and have the right aptitude for the job, then apply for the position of Tier III Helpdesk Agent at Zolon Tech today!
The Tier III Helpdesk Agent will support the Provider Relief fund order on the Client program. The Health Resources and Services Administration ClientProvider Relief Bureau supports healthcare providers in the battle against the COVID-19 outbreak. The client is responsible for distributing funding to hospitals and healthcare providers on the front lines of the coronavirus response; to prevent, diagnose, and treat COVID-19; and maintain or increase health capacity and staffing levels to address this public health emergency. In support of the Provider Relief Fund Federal program, we are tasked to continue to support and enhance the existing Salesforce modules, data mart, and reports, and provide operational support of the PRF systems.
Hours of operation: Monday-Friday, 9 AM to 9 PM ET. However, during any PRF open application and reporting cycles, and based on projected increases in forecasted contacts, the hours of operation shall be extended from 9:00 AM to 11:00 PM (ET).
The Tier III Helpdesk Agent will ideally work the core shift of 9:00 am to 5:30 pm ET.
Duties:
Provide technical support to Client staff when and as required.
Provide support to improve performance on all instances, queries, and job executions of PRF Systems where applicable
Provide Tier III - technical support:
Resolve calls transferred directly from Tier 2
communicate directly with providers
close cases
documenting case resolution in the Case Management system
Assist in the planning, prioritization, and scheduling of help desk activities to ensure continuity of service
Analyze help desk activities and develop tools and process improvements to optimize service
Simulate or recreate user problems to resolve operating difficulties
Recommend systems modifications to reduce user problems
WHAT YOU'LL NEED:
BA/BS or equivalent experience
2+ years of relevant technical helpdesk experience
Previous experience in a Tier III technical support environment
Must be able to obtain a Public Trust clearance and must live in the United States
Location: Remote
PREFERRED QUALIFICATIONS:
US citizen or a Green Card holder.Previous Client federal government experience
Benefits of working as a Tier III Helpdesk Agent in Herndon, VA:
● Opportunity to Make a Difference
● Professional Development Opportunities
● Competitive salary
Salary :
No CV Required
How to get there?
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