What are the responsibilities and job description for the Information Technology - Help Desktop Support position at Axelon Services Corporation?
Help Desktop Support (Call Center Agent)
Washington, DC
6 Month Contract
Pay Range : $20 - $22 / hr.
Hybrid scheduled which is in the office on Tuesday, Wednesday, and Thursday. Remote on Mondays and Fridays
Basic IT Skills and navigating a PC is required.
Provide phone support Monday Friday, 8 AM 5 PM EST.
Job Description : "The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice / data communication issues. Responsibilities include escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution. Proficiency with ticketing systems, technical support documentation, and hardware / software technologies is required. The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed. Prior experience in customer service, call centers, and help desk support is essential. Additionally, the CCA supports customer service operations and the
- Driver Safety Program by managing inquiries via phone and email, assisting volunteers, participants, and course managers, coordinating onboarding, resolving technical issues, and supporting reporting and compliance efforts. Customer Service & Communication
Respond to 30,000 annual calls and 10,000 emails from customers.
Manage course creation, editing, and cancellations in the
Order course materials and assist volunteers with reimbursements and approvals.
Locate both in-person and virtual courses for participants and volunteers.
Resolve issues related to incomplete or missing course paperwork.
Process certificate replacement requests and handle returned check processing.
Coordinate system access and order training materials for new and current volunteers.
Send onboarding notifications and access credentials.
Address ad-hoc onboarding needs by coordinating with leadership and providing necessary assistance. Technical Assistance via
Provide one-on-one support to volunteers for portal access, course management, and reimbursements.
Use Zoom for complex troubleshooting to expedite issue resolution.
Identify and address process inefficiencies, proposing workarounds where necessary. Back-Office Operations Support
Perform daily operational tasks, including course management, participant searches, and returned checks. " Manage US Government Client mail and associated tickets for complaints and materials replacement requests.
Requirements : - 3 years with IT customer service - High school diploma or higher - Strong technology skills - Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.
Will adhere to client's current hybrid scheduled which is in the office on Tuesday, Wednesday, and Thursday. Remote on Mondays and Fridays"
Salary : $20 - $22
