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As a federal contractor, Peckham requires all employees to be fully vaccinated from the COVID-19 virus. Proof of vaccination is required on/before the start of employment. Upon request, Medical or Religious accommodations will be considered for employment.
Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the 'eligibility for services questionnaire' to help us determine the best fit and necessary accommodations for your employment needs.If you do NOT have a disability, please complete the entire application including the questionnaire. Being a person without a disability will not impact your eligibility for hire for this position. This specific job is open to all interested candidates, both people with and without disabilities.
Technical Service Representative - Peckham Inc.
IMPORTANT INFORMATION:
Wage: $15.23 per hour plus $4.23 per hour Health & Welfare Benefit, $17.11 after full clearance is obtained
Hours: Monday-Friday; 8:00AM - 5:00PM (Full and Part time shifts available)
Location: Lansing, MI
SUMMARY
Technical Service Representatives (TSRs) in this position will be responsible for providing over the phone support to the public. The activities associated with this position include identification, prioritization and resolution of reported problems. Additionally, the TSR will, over the phone, perform general troubleshooting tasks and resolve less complex IT problems immediately, while the more complex IT issues will be escalated to a higher level of support. During the course of work the TSR may encounter the need to use problem management databases and/or proprietary help desk systems. While waiting for Moderate Risk Public Trust approval, work from home is an option. Once a Moderate Risk Public Trust approval is granted, onsite work is mandatory. If work from home is selected while waiting for Moderate Risk Public Trust approval, Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.
DUTIES AND RESPONSIBILITIES
Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.
Direct the caller to perform step by step actions to resolve the purpose of the call.
Decide if the call requires escalation to a higher-level IT support.
Conduct basic troubleshooting to resolve common hardware and software issues, if needed.
Conduct research using available resources; use critical thinking skills to find a solution for the customer's need and/or concern.
Maintain and stay current with system information, changes, and updates.
Achieve service level requirements including but not limited to average talk time, quality and first call resolution.
Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.
Accept other related jobs/duties as assigned.
MINIMUM QUALIFICATIONS
At least 18 years old
High School Diploma or equivalent? ?
Proficient in the English language (written and verbal)
U.S. Citizen
Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a Moderate Risk Public Trust approval
A solid working knowledge of computer systems, hardware, and software
CompTIA A+, Network +, Security +, HDI Support Center Analyst or equivalent certification required (Equivalent or higher-level certifications will be approved on a case-by-case basis)
6+ months of work experience in an IT help desk or IT support function
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
If applicable, a neat/quite room/home office space designated for TSR work that meets requirements.
If applicable , a High-Speed Internet connection that meets minimum technical requirements.
PREFERRED QUALIFICATIONS
1 year of work experience in help desk function is desirable
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual will be required to multitask. The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.
WORK ENVIRONMENT
Individuals will be on the phone in a cubicle for most of their scheduled shift. The employment facility is a universally designed building with an open environment that provides natural light throughout work areas. Individuals will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Individuals will be work from their homes for their scheduled shift until a Moderate Risk Public Trust approval is received. During this time, TSRs will work individually, and therefore are required to work well independently, However, they will also be a member of a team and therefore must be able to work in a virtual team atmosphere. The tasks of the call center are repetitive in nature. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SECURITY
Many of the positions through the Business Services Division require a security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment is contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.
To determine if you are a potential candidate for this position a review of the following may apply:
The following may impact your ability to gain the required authorization:
Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments
Previous termination from previous employment that involves theft or other negligent actions on your part
Drug or alcohol use
Failure to be honest when responding to the required Federal Security Clearance questions
Clearance investigations can/will go back as far as 7 years or more.
OTHER INFORMATION
This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
As a federal contractor, Peckham requires all employees to be fully vaccinated from the COVID-19 virus. Proof of vaccination is required on/before the start of employment. Upon request, Medical or Religious accommodations will be considered for employment.
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