*This is not a remote role. 1 day/pay period in-office.*

Strongbridge has an exciting opportunity for a Help Desk Analyst. Receives, documents and answers Help Desk telephone calls using provided processes and solutions for general user support and assistance on a suite of Agency specific Web-based software applications. Assists callers with navigation of applications. Assists callers with resolving their issues and documents and assigns technical issues to the appropriate Tier 2 or Tier 3 team. Performs all functions within consistently high customer service skills including prompt answering of inbound calls, average call duration, quality of ticket documentation, and similar actions, within the prescribed Service Level Agreement time frames.

Required Skills:

Minimum 3 years’ experience in a telephone-based customer service environment, preferably supporting users of Web-based computer applications and/or systems.
- Examples of similar support environments include but are not limited to: Online bank, insurance, retailer, medical service Websites or services.
Strong verbal and written communication skills, including phone demeanor, active listening, clear writing of call record information, accurate data entry, and the ability to quickly determine a customer’s true issue and the appropriate resolution to provide for it.
Minimum two years’ specific Call Center support agent experience, including Service-Level managed ACD environments. Strong Critical Thinking Skills.
Very strong telephone customer service skills, including friendly and helpful tone, positive call control skills, and the ability to assure customer satisfaction.
Ability to work any weekday 8-hour shift beginning as early as 8:00 AM or ending as late as 8:00 PM.
Travel to the customer site or other locations in the Washington, DC area for training or meeting purposes may be required. Overnight travel is not anticipated.

Desired Skills:

Call Center or customer service specific training and/or certification is strongly preferred, particularly if in an IT-related area such as HDI Certified Help Desk Professional or similar.
Experience in a Government-contract application support or customer service contact center environment. Knowledge of Service Management
applications such as Service Now, JIRA, Zen Desk, Remedy, Manage Engine, or similar systems.

Headquartered in Sterling, VA, Strongbridge LLC is a key provider of IT services and engineering to the Federal Government. Strongbridge has extensive experience and knowledge in systems engineering, IT services, strategic communications and program support. Strongbridge is financially secure and a trusted partner that treats our customers, partners and employees with integrity and respect.

Enhance Your Career as Part of Our Team:

Strongbridge is a robust and agile small business led by seasoned government contracting executives with the quality processes and management controls of a large business. Our program management processes and techniques are based on industry best practices, and certified by external auditors, ensuring low performance risk. At Strongbridge, we are not only committed to providing our employees with the opportunity to pursue their careers, but we also foster a work environment that allows for mutual respect, open lines of communication and rewards for those who contribute to the company’s success and growth. To ensure the highest level of employee satisfaction, we offer a competitive benefits package. Only by recognizing the importance of a balanced work/family life can we ensure loyalty to our company and the highest level of client satisfaction. With outstanding benefits, an exciting work environment, and ample opportunity for growth, Strongbridge is the obvious choice for the business and technology leaders of today and tomorrow.

Strongbridge offers an expansive benefits package including: health/dental/vision/life/short and long term disability insurance, paid time off, paid holidays, education assistance, and 401k w/company match.

Strongbridge is a proud Equal Opportunity and Affirmative Action Employer (EEO/AAP). Strongbridge embraces diversity by providing equal employment opportunities for all individuals regardless of race, color, sex, national origin, religion, age, marital status, pregnancy, sexual orientation, gender identity, genetic information, and status as an individual with a disability or protected veteran. Strongbridge also maintains a drug-free workplace.

http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

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