Call Center Service Representative 4 (SCA)

The Application Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

• High School with 4 Years Experience 
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
• Familiar with Service Desk support methodology

Desired:

• Familiarity with Military Health Systems is preferred
• Relevant technical certifications preferred
• Familiar with ITIL (certification preferred)
• HDI certification preferred