Help Desk Specialist | Social Security Administration

VSE Corporation Durham , NC 27701

Posted 2 months ago

Position Overview:

Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Shift: Position is 40 hours per week. M-F 8AM-430PM

Duties & Responsibilities:

The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.

The employee documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.

Additionally, the employee dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).

Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.

The employee shall:

  • Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.

  • Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems

  • Accept and process virtual call inquires for hardware and software,

  • Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).

  • Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.

  • Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.

  • Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.

  • Gather information and follow required diagnostic procedures.

  • Adhere to the Standard Operating Procedures (SOP).


The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.

Candidates supporting this function shall have a minimum of one year experience serving in a help desk role and experience with: Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

Other details

  • Job Family Operations

  • Job Function Computer Support Specialist

  • Pay Type Hourly

Apply Now

  • Durham, NC, USA
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Np/Pa Resident Neurology Administration

Duke University

Posted 2 days ago

VIEW JOBS 3/4/2021 12:00:00 AM 2021-06-02T00:00 Duke University Hospital is consistently rated as one of the best in the United States and is known around the world for its outstanding care and groundbreaking research. Duke University Hospital has 957 inpatient beds and offers comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center; a major surgery suite containing 51 operating rooms; an endo-surgery center; an Ambulatory Surgery Center with nine operating rooms and an extensive diagnostic and interventional radiology area. In fiscal year 2018, Duke University Hospital admitted 42,916 patients and had 1,085,740 outpatient visits in fiscal year 2017. U.S News & World Report named Duke University Hospital #1 in North Carolina and #1 in the Raleigh-Durham area in 2018-19. Duke University Hospital is ranked in the top 20 nationally for seven adult specialties, including cardiology and heart surgery, nephrology, ophthalmology, orthopedics, pulmonology, rheumatology, and urology. In addition to its hospitals, Duke Health has an extensive, geographically dispersed network of outpatient facilities that include primary care offices, urgent care centers, multi-specialty clinics and outpatient surgery centers. Occ Summary Augment a physician's ability to provide medical services to patients;collect and document data, conduct diagnostic and therapeuticprocedures, order and schedule laboratory studies and profess ionalconsultations and provide direct patient care services. Work Performed Perform diagnostic and therapeutic procedures to assist physicianin diagnosing medical and surgical problems and prescrib ing necessarytreatment and services for quality patient care; record the normal andabnormal data for review by the physician.Take patient histor ies, conduct physical examinations, and record thedata in the patient's record; write progress notes and narrativedischarge summaries; prepare p atient workups and summaries notingpertinent positive and negative findi ngs.Order and schedule laboratory studies and diagnostic procedures; exp lainthe necessity, preparation, nature and anticipated effects of schedu leddiagnostic and therapeutic procedures to the patient.Carry out therap eutic procedures such as cast application and removal,wound suturing and dressing changes; monitor progress of patients,report progress to super vising physician, and maintain record of eachpatient's progress.Particip ate in basic science and clinical research projects conductedby supervis ing physician; prepare statistical reports and analysessetting forth pro gress, adverse trends and appropriate recommendationsor conclusions.May make work assignments for assigned nursing and technical personnel;revie w the work of other staff; train new personnel.Participate in teaching m edical students and physician assistantstudents in techniques and proced ures which are unique to specificclinical setting.Perform other related duties incidental to the work describedherein. Knowledge, S kills and Abilities N/A Level Characteristics N/A Minimum Qualifications Education Completion of an accredited Physician Assistant program. A Bachelor's degree required; Master's degree strongly preferred. Experience None required above education/training requirement. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE Degrees, Licensures, Certifications Must be licensed in the state of NC, and be certified as a Physician Assistant by the National Commission on Certification of Physician Assistants. Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department. Nearest Major Market: Durham Nearest Secondary Market: Raleigh Duke University Durham NC

Help Desk Specialist | Social Security Administration

VSE Corporation