Bilingual Help Desk Agent - Evenings (Hourly) - Military Veterans
at Westat
27475BR
Job Title:
Bilingual Help Desk Agent - Evenings (Hourly)
Location:
MD - Rockville
Job Description:
Westat is seeking technical help desk agents to work evenings, Monday - Friday (5:00pm - 10:00pm), with the ability to support projects receiving requests for assistance via phone, email, and voice mail. This important field help desk is critical to support our field interviewers, respondents, home office staff, and other project participants. Field help desk staff should remain calm and patient under pressure and thrive in a team environment. They also support equipment configuration, shipment, receipt, and tracking.
Job Responsibilities
- Answer technical calls, emails, and voicemails and document highly detailed issues into customized tracking systems.
- Solve or troubleshoot problems that relate to the technical support of a wide variety of issues including hardware, survey software and various systems, debit cards, and data transmissions.
- Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
- Provide administrative tasks to other areas or functions of the project on an as needed basis, such as those requiring the use of Microsoft Office products or creating FedEx labels.
- Assist with the configuration of laptops, shipping and receipt of equipment, and equipment tracking.
Job Requirements
The successful candidate should possess excellent verbal and written communication skills, be detail oriented, have a highly organized approach to work, and strong problem-solving skills.
- A High School Diploma and some college courses required to apply.
- Must be a U.S. citizen.
- Must have customer service experience including LogMeIn123.
- Experience with ServiceNow and/or Microsoft Dynamics.
- Bilingual applicants must be fluent in both Spanish and English, and able to read, write, and speak clearly in both languages.
Preferred
- Experience with Survey Monkey or other study management systems.
- Experience using Azure and/or InTune.
These assignments are temporary hourly positions. Benefits are based on hours worked and tenure.
Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.
Job ID:
27475BR
Career Area:
Research - Survey Support
Rockville, MD
Westat, demonstrating technical and managerial excellence since 1963, is recognized as one of the foremost research and statistical survey organizations in the United States. We provide services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments.
In addition to our capabilities as a leading statistical survey organization, Westat has extensive skills and experience in custom research, program evaluation studies, and communications campaign development across a broad range of subject areas. Westat also has the technical expertise in survey and analytical methods, computer systems technology, biomedical science, and clinical trials to sustain a leadership position in all our research endeavors.
Westat's staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC. Westat also maintains research offices near our clients in Bethesda, Maryland; Atlanta, Georgia; Cambridge, Massachusetts; Raleigh/Durham, North Carolina; Philadelphia, Pennsylvania; and Houston, Texas. In addition, we have international offices in Beijing, China; Liberia, Costa Rica; Addis Ababa, Ethiopia; New Delhi, India; Johannesburg, South Africa; and Bangkok, Thailand. Additional staff members are engaged in data collection and processing at Westat's survey processing facilities, at our Telephone Research Center facilities, and throughout our nationwide field interviewing operations.