Job Description

JOB SUMMARY:

Consult and advise Navient staff in the proper use of Navient standard and non-standard technology to resolve reported IT (and sometimes non-IT) by phone call or email. Specific responsibilities include accurately recording, troubleshooting/diagnosing, prioritizing and/or resolving Incidents, Requests or Change Orders with appropriate information. Provide timely, accurate and professional customer service while adhering to prescribed corporate and department policies, processes and procedures.

There are some required administrative duties which include submitting knowledge to Knowledge Base, develop appropriate technical skills, be organized, participate in team chat, etc. Regular attendance (here every day and be on time) is a requirement for the position.

Minimum skills include: the ability to manage customer relationships, have good written and verbal communication skills, be familiar with Office 365 as well as have basic knowledge of communications, hardware and software, strong problem solving and decision making skills along with the ability to quickly adapt to change, be able to apply appropriate help desk and IT business knowledge related to the hardware/software used within Navient.

ESSENTIAL JOB FUNCTIONS:

Customer Service

?Consults and advises Navient employees and contractors in the proper use of Navient standard and non-standard technology. Solution Center Associates are also expected to ensure timely, accurate and professional customer service.
Staff Solution Center – provide first level technical support in the operation of personal computers (laptops, desktops, Citrix, VDIs), LAN/WAN (internal/external connectivity), software (standard desktop and Navient specific), hardware, communication (ININ, Lync, cell phones) and a variety of system access issues (including unlocks and resets) in a consistent, professional manner.
Follow established standards, guidelines, process and procedures for recording, troubleshooting/diagnosing, prioritizing and assigning and/or resolving customer Incidents, Requests, Issues, and Change Orders.
Manage and maintain performance that meets team metrics (ACW, AUX, first level resolution, tickets resolved on time, etc)
Help educate Navient employees and contractors regarding corporate policies for end-user computing and data security as needed during phone calls and emails (password reset requirements, system access, etc)
Perform on-call duties on a rotational basis, sometimes as needed and/or at the last minute.

Administration

Proactively submit knowledge to the Knowledge Base.
Take initiative for continuous improvement of professional growth, technical expertise and contribute to team growth as appropriate for the position.
Ensure tasks are completed in a timely manner (timesheets, Reg U courses, etc)
Other duties as assigned.

MINIMUM REQUIREMENTS:

Bachelor’s degree in Computer Science or equivalent technical degree (additional equivalent experience required above the minimum may substitute for level of education)
1-2 years proven experience as a help desk person preferred but another customer service role will be taken into consideration
Ability to consistently maintain positive relationships with customers and co-workers
Ability to assist end-users in a variety of applications and hardware using help desk knowledge
Excellent customer service skills
Strong problem solving and decision making skills
Good written and verbal communication skills
Basic Office 365 experience (Outlook, OneDrive, OneNote, SharePoint, Word, Excel, PowerPoint)
Wide variety of knowledge regarding LAN/WAN (Active Directory, internal and external connectivity, etc), hardware and software, communications (ININ, Lync, cell phones, etc)
Ability to adapt quickly to change
This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, applicants must possess U.S citizenship