We have an outstanding Contract position for an IT Call Center Agent to join a leading Company located in Laurel, MD.

**US Citizenship is required.**

As an IT Call Center Agent, you will...

• Create, monitor & analyze tickets and escalate when needed
• Solve problems using documented processes where available and best practices were not
• Provide appropriate documentation on services provided and status updates
• Create knowledgebase articles and SOP documentation
• Assist teams with incident response support and be involved in the development and presentation of training sessions
• Assists in problem correspondence as required
• Contact customers for additional information
• Assists customers with opening new tickets
• Serve as the backup for the Group Administrator

Required Qualifications:

• Possess a high school diploma
• Have 2+ years experience in a Call Center or Help Desk environment
• Minimum 2 years of recent experience with Microsoft office (Word, Excel, and PowerPoint)
• Minimum 1 year of experience with an IT ticketing system
• Are an excellent written and verbal communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
• Have firsthand experience working independently as well as in a team to resolve customer concerns
• Highly motivated with strong presentations skills and a desire to contribute to the success and direction for the group
• Are willing and able to support operations and work necessary hours to complete critical work in a Call Center that requires sitting for extended periods of time and dealing with multiple issues at once over the phone, over email and in a ticketing system

Desired Qualifications:

• Possess a Bachelor's degree or at least 4 years of recent advanced experience with the Microsoft Office suite
• Experience creating SOP for new and existing processes
• Have a basic understanding of computer, server hardware components as well as popular business COTs software

This particular client is requiring that all new hires show proof of vaccination.

ACI Federal is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.