Associate Engineer, Tech support
Core
Providing L1 and L2 technical support to parents, staff, and DOE customers via phone, chat, and ticketing systems.
Role type
Associate Engineer, Tech support (Help Desk)
Builds
Customer service interactions and ticket resolutions for public services clients
Domain
Public services / Education / IT Support
Deliverable
client delivery
Required skills
IT Help Desk support, ticket management, CRM/ITSM tools usage, independent troubleshooting, English communication
Preferred skills
Public services experience, Microsoft Office tools
Technologies
CRM, ITSM, Microsoft Word, Excel, PowerPoint
Responsibilities
Answering phones and chats from customers, Logging calls into CRM/ITSM, Researching information using knowledge base and scripts, Escalating priority issues to team leaders, Routing tickets to L2/L3/L4 teams, Completing call notes and reports
Seniority
Entry-level to Mid-level, hands-on IC
