VariQ

  • Help Desk - Call Center Manager

    Job Locations US-MD-Rockville
    Job ID
    2019-3483
    # of Openings
    1
    Category
    Information Technology
    Work Authorization
    US Citizens, preferred
    Type
    Contract - W2
    Posted Date
    08/01/2019
  • Overview

    VariQ has an opening for a Help Desk - Call Center Manager supporting the Cloud Migration and O&M of the Infrastructure Protection (IP) Gateway system for Department of Homeland Security (DHS) located in Rockville, MD.

     

    Additional Information:

    • Security Clearance: ability to attain a DHS EOD clearance required
    • Available: ASAP
    • Location: Rockville MD (first ~90 days) with up to 100% remote (dependent upon performance)
    • Salary: dependent upon experience

    Responsibilities

    • Supervises call center staff – prioritizes tickets and manages workflow
    • Provides phone and in-person support to users in areas which include analyzing data and correction requests.
    • Serves as the initial point of contact for troubleshooting and determining the proper way to make needed correction(s).
    • Follow established procedures specified for resolving the type of request, to include transfer to DoS as needed.
    • Creating a request for information where further evidence is required to process the request.
    • Conduct a follow up on all request for information, which may include phone calls to officials or POC from the school that initiated the request.
    • Keep full records of information/evidence used to determine the decision on the request.
    • Create system change requests (SCRs) when data can be corrected only by a direct database change.
    • Address issues and emergence requests that require coordination with technicians.
    • Address specific requests that must be coordinated with database administrators to perform data fixes to records.
    • Perform data fixes to records using an assigned user role to perform data fixes. 

    Qualifications

    • Bachelor’s degree in computer science or related discipline required.
    • 1+ year management experience
    • 3+ years of experience in a Help Desk related environment.
    • Working experience with:
      • Windows OS 7 and higher
      • Skype/Skype for Business 2010 or higher
      • Microsoft Office Suite, including Outlook (2007 or newer)
      • Internet Explorer Google Chrome, Firefox, Safari
      • Adobe Acrobat and related products

     

     

    VariQ is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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