ASRC Agile Decision Sciences (ADS), a subsidiary of ASRC Federal, has a great opportunity for an IT Customer Support Representative to become a part of our NASA support team in a temporary role.

The IT Customer Support Representative is a vital part of the customer experience. The purpose of this role is to provide technical support, via email or phone, in response to support requests of our web tools. You will serve as a primary point of contact, assisting with inquiries, troubleshooting issues, and ensuring satisfaction with our services. Your expertise and attention to detail will be crucial in delivering a seamless customer experience.

In this role, you will be providing first-level support, which includes troubleshooting and problem-solving for a wide range of technological issues. You’ll also be working closely with more experienced team members, learning from them, and gradually expanding your own skill set.

This position will be remote but must live within a commutable distance to the Washington, DC metro area to support on-site trips to Beltsville, MD and Washington, DC.

Responsibilities

• Provide first-level support, troubleshooting issues, and escalating complex problems to senior team members

• Assist in the management of user accounts, including creating, modifying, and deleting users in accordance with policies

• Utilize your knowledge of relevant technologies to resolve client issues and improve service

• Identify opportunities to automate tasks and enhance efficiency, thereby improving our service delivery

Requirements :

Basic Qualifications

• Excellent verbal and written communication skills

• Previous experience supporting web, software, or IT

• Experience with Zendesk

• Detail-oriented and self-motivated

• Positive and outgoing

• Punctual and reliable

• Team player and willingness to go above and beyond the status quo

• Flexible, adaptable, and eager to learn and expand knowledge

• Prior customer service, hospitality, or general public interaction is viewed favorably

• U.S citizenship required with the ability to pass a Government background investigation. An active security clearance is preferred.

Additional Qualifications

• Bachelor's degree in a computer science or related field is preferred.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.