Overview
Position: Bilingual Technical Help Desk Agent (Hourly) – MD, Gaithersburg
Westat is seeking a bilingual technical help desk agent to support projects receiving requests for assistance via phone, email, and voicemail. This role supports field interviewers, respondents, home office staff, and other project participants. The Help Desk staff should stay calm and patient under pressure and thrive in a team environment. Responsibilities also include support for equipment configuration, shipment, receipt, and tracking.
Responsibilities
Answer technical calls, emails, and voicemails and document highly detailed issues into customized tracking systems.
Troubleshoot problems related to hardware, survey software, various systems, debit cards, and data transmissions.
Answer procedural questions requiring a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
Provide administrative support to other areas or functions of the project on an as-needed basis (e.g., using Microsoft Office or creating FedEx labels).
Assist with configuration of laptops, shipping and receipt of equipment, and equipment tracking.
Work in the Gaithersburg office at least 3 days per week and transport equipment between Montgomery County locations as needed.
Basic Qualifications
Customer service experience, including LogMeIn123.
Experience with ServiceNow and/or Microsoft Dynamics.
Fluent in both Spanish and English with excellent reading, writing, and speaking skills in both languages. Candidates will not be considered bilingual unless they possess excellent skills in all three areas of communication.
Preferred Qualifications
Experience with Survey Monkey or other study management systems.
Experience using Azure and/or InTune.
High School Diploma and some college courses.
Detail-oriented with a highly organized approach and strong problem-solving skills.
Benefits
Employee Stock Ownership Plan
401(k) Retirement Plan
Commuter Benefits Program
Family Medical Leave
Sick Leave (1 hour per 30 hours worked)
Employee Assistance Program
Travel Accident Insurance
Westat Wellness Program
Medical Insurance
Health Savings Account
Additional Information:
Any offer of employment may be contingent upon acceptable results from a post-offer background screening, which may include identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Background screening results will be evaluated through an individualized assessment based on the individual's record and the duties of the position. This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.
Equal Opportunity Employer:
Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Career Area Research - Survey Support
Target Pay Rate 20.00
#J-18808-Ljbffr
Westat is seeking a bilingual technical help desk agent to support projects receiving requests for assistance via phone, email, and voicemail. This role supports field interviewers, respondents, home office staff, and other project participants. The Help Desk staff should stay calm and patient under pressure and thrive in a team environment. Responsibilities also include support for equipment configuration, shipment, receipt, and tracking.
Responsibilities
Answer technical calls, emails, and voicemails and document highly detailed issues into customized tracking systems.
Troubleshoot problems related to hardware, survey software, various systems, debit cards, and data transmissions.
Answer procedural questions requiring a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
Provide administrative support to other areas or functions of the project on an as-needed basis (e.g., using Microsoft Office or creating FedEx labels).
Assist with configuration of laptops, shipping and receipt of equipment, and equipment tracking.
Work in the Gaithersburg office at least 3 days per week and transport equipment between Montgomery County locations as needed.
Basic Qualifications
Customer service experience, including LogMeIn123.
Experience with ServiceNow and/or Microsoft Dynamics.
Fluent in both Spanish and English with excellent reading, writing, and speaking skills in both languages. Candidates will not be considered bilingual unless they possess excellent skills in all three areas of communication.
Preferred Qualifications
Experience with Survey Monkey or other study management systems.
Experience using Azure and/or InTune.
High School Diploma and some college courses.
Detail-oriented with a highly organized approach and strong problem-solving skills.
Benefits
Employee Stock Ownership Plan
401(k) Retirement Plan
Commuter Benefits Program
Family Medical Leave
Sick Leave (1 hour per 30 hours worked)
Employee Assistance Program
Travel Accident Insurance
Westat Wellness Program
Medical Insurance
Health Savings Account
Additional Information:
Any offer of employment may be contingent upon acceptable results from a post-offer background screening, which may include identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Background screening results will be evaluated through an individualized assessment based on the individual's record and the duties of the position. This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.
Equal Opportunity Employer:
Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Career Area Research - Survey Support
Target Pay Rate 20.00
#J-18808-Ljbffr