Technical Support Agent

Job Description

Salary:

UpSlope Advisors is looking for a rockstar Technical Support Agent to join our team! This person will provide crucial support to the Customer Care Support Center (CCSC) Desk Support and Management services for a local government agency.

Responsibilities include but are not limited to:

Provide technical assistance and support to government clients and end-users via phone, email, or chat.

Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.

Resolve technical problems by guiding users through step-by-step solutions or escalating issues to the appropriate support level.

Document and track all support interactions and resolutions in a ticketing system.

Assist users in understanding and effectively using government systems, applications, and tools.

Provide basic training on common technical tasks to enhance user proficiency.

Assist with the setup, installation, and configuration of hardware and software applications.

Collaborate with IT teams to ensure compatibility and compliance with government standards.

Communicate effectively with government clients, end-users, and internal teams to understand and address technical support needs.

Collaborate with other technical support agents to share knowledge and best practices.

Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.

Ensure documentation is kept up-to-date with the latest information.

Escalate complex technical issues to higher-level support or IT teams as needed. Follow up on escalated issues to ensure timely resolution and user satisfaction.

Participate in quality assurance activities to identify areas for improvement in technical support processes.

Provide feedback to enhance the overall effectiveness of technical support services.

Qualifications

High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.

Strong technical aptitude and troubleshooting skills.

Excellent communication and interpersonal skills.

Customer-focused with a commitment to delivering high-quality technical support.

Ability to work in a fast-paced environment and handle multiple support requests simultaneously.

Familiarity with government systems, applications, and security protocols is advantageous.

Proven experience in a technical support role, preferably in a government contracting environment.

Security Requirement

Ability to pass a background check

About Us

UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a ‘Mission First / People First’ company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive.