Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.
Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.
We are Sparksoft!
ROLE & RESPONSIBILITIES:
- Responding to inquiries from providers, both by phone and in writing.
- Researching and resolving these inquiries in a professional, timely, and accurate manner.
- Documenting all inquiry activities in a designated reporting system.
- Composing written responses to inquiries.
- Troubleshoot with end-user, triage service tickets, and route to appropriate Tier 2 and Tier 3 support.
- Assist Help desk Supervisor and Help Desk Manager with documentation knowledge base, to include closing of tickets.
- Assist in enhancing documentation for Tier 2 and Tier 3 routing.
- Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.
- Attend staff meetings, as well as other meetings, as required.
- Ensure SOP, policies and procedures are followed.
REQUIRED EXPERIENCE:
- At least two (2+) plus years of experience in the following technical areas:
- Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
- Using a knowledge base to identify and troubleshoot issues.
- Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
PREFERRED EXPERIENCE:
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities to resolve issues efficiently.
EDUCATION & CERTIFICATIONS:
- High school diploma or GED.
If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.
At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at abuse@sparksoftcorp.com upon receiving a suspicious request.