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Call Center Engineer

Washington, DC
Insignia Technology Services has an immediate opening for a Call Center Engineer to join our team in the DC area.  In this position you will support the IT service desk by providing end-user support via phone calls, e-mails, self-service requests, and walk-in request.  As a Call Center Engineer, you will use your skills and experience to solve issues that may involve multiple systems and networks.  This position will collaborate with the other IT professionals on the team as well as other government resources.
  • Support the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request 
  • Provide detailed level answers on Windows & Office applications and provide escalation and routing for complex issues and requests  
  • Maintain ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team  
  • Research customer concerns and find appropriate resolutions
  • Create and maintain case management records of daily problems and remedial actions taken, or installation activities  
  • Serve as an escalation role for the primary Service Desk
  • Respond to requests from Mid and Junior level Call Center Engineers to solve more complex issues that may involve multiple systems and networks 
  • Document, track, and monitor the problem to ensure a timely resolution 
  • Identify, research, and resolves technical problems
  • Perform other related duties as assigned
Requirements
  • Ability to obtain and maintain a Low-Risk Background Clearance National Agency Check with Inquiries (NACI)
  • Must be authorized to work for any employer in the US
  • Experience Call Center Engineer – Junior
  1. High School Degree or equivalent
  2. HDI Customer Service Representative Certification required within six (6) months of employment
  3. Minimum of two (2) years of experience supporting an IT service desk or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities 
  • Experience Call Center Engineer – Mid
  1. Bachelor of Computer Science, Information Systems or related field; five (5) years of additional relevant experience may be substituted for education 
  2. HDI Support Center Analyst (HDI-SCA) Certification required within six (6) months of employment
  3. Minimum of three (3) years of work experience in a federal government environment providing help desk hardware and software support or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities 
  • Experience Call Center Engineer – Senior
  1. Bachelor of Computer Science, Information Systems or related field; five (5) years of equivalent work experience in-lieu of education will be considered
  2. HDI Support Center Team Lead Certification required within six (6) months of employment
  3. Minimum of four (4) years of work experience in a federal government environment providing help desk hardware and software support or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities 
Preferred 
  • Active Low-Risk Background Clearance National Agency Check with Inquiries (NACI) or equivalent 
US Military Veterans are encouraged to apply
 
Work Location  
Regular on-time and on-site attendance is an essential function of this position. Insignia reserves the right to adjust work location based upon mission requirements. 
 
Insignia 
To learn more about Insignia, our benefits, and other carrier opportunities, please visit our website.  
 
Insignia Technology Services is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. To request a reasonable accommodation or inquire about the physical requirements or work conditions, contact hr@insigniatechnology.com.
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