Senior Help Desk Agent

Are you a seasoned technical support professional with a passion for helping others? Do you thrive in a fast-paced and dynamic work environment? If so, Westat is looking for a Senior Help Desk Agent to join our growing team. As a Senior Help Desk Agent, you will be responsible for providing top-notch technical support to our internal staff and clients. In this role, you will use your extensive knowledge of hardware, software, and networking to troubleshoot and resolve complex technical issues. Our ideal candidate is a customer-oriented problem solver who possesses excellent communication skills and has a strong background in IT support. If you are ready for a new challenge and want to make a positive impact, we encourage you to apply for this exciting opportunity at Westat.

1. Provide top-notch technical support to internal staff and clients.
2. Troubleshoot and resolve complex technical issues related to hardware, software, and networking.
3. Utilize extensive knowledge of IT support to effectively assist users in resolving technical problems.
4. Communicate clearly and effectively with customers to understand their technical issues and provide timely solutions.
5. Collaborate with cross-functional teams to identify and resolve technical issues.
6. Maintain detailed records of technical issues and their resolutions.
7. Stay up-to-date with the latest technologies and industry trends in order to provide the best support possible.
8. Handle multiple technical support inquiries simultaneously while maintaining a high level of customer satisfaction.
9. Train and mentor junior help desk agents to improve their technical skills and knowledge.
10. Identify opportunities for process improvements and provide recommendations to enhance the overall efficiency of the help desk.
11. Participate in on-call rotation to provide after-hours technical support when needed.
12. Follow established procedures and protocols for handling technical support requests.
13. Provide excellent customer service and maintain a positive attitude at all times.
14. Adhere to company policies and procedures regarding information security and confidentiality.
15. Take ownership of technical issues and see them through to resolution.
16. Continuously seek feedback to improve technical support services.
17. Maintain a professional and courteous demeanor while interacting with customers.
18. Prioritize and manage workload effectively to meet service level agreements.
19. Collaborate with IT teams to escalate and resolve critical technical issues.
20. Proactively identify potential technical issues and provide solutions to prevent them from occurring.

According to JobzMall, the average salary range for a Senior Help Desk Agent in Rockville, MD, USA is between $47,000 and $60,000 per year. This may vary depending on the specific job responsibilities, experience level, and the company's size and industry. Some factors that may affect salary include additional benefits, such as bonuses, commissions, and healthcare benefits, as well as the cost of living in the area. It is important to research the specific job market and company to get a more accurate understanding of salary expectations.

Westat is an employee-owned professional services corporation located in Rockville, Maryland, USA. Westat provides research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments.