The Role Provides remote Tier 1 help desk support for FDA application users. Handles customer calls, emails, and tickets; uses ServiceNow and knowledgebase tools to document, resolve, and improve support solutions. Requires clear communication, multitasking, problem-solving, organizational skills, and independent and collaborative work. The role requires U.S. citizenship, a federal Public Trust background investigation, and at least two years of contact center customer service or help desk experience. Summary Generated by Built In ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™ ASRC Federal Cyber LLC, a subsidiary of ASRC Federal, is recruiting a Technical Support Specialist 1. This position will be providing remote help desk support to the

FDA. TIER 1 HELP DESK

Provide exceptional Tier 1 support for specified FDA OII Applications clients. The Tier 1 Support analyst performs end-user support for OII Applications, take customer calls, address customer emails and tickets. Use Knowledgebase tool to retrieve and improve KB solutions, use the ServiceNow ticketing system to log incoming calls and emails, and use internal Contact Center tools as required. High School Diploma/ GED / some college work preferred. Must be able to work any Office hours from 6:00AM to 7:00PM Mountain Time Must be a US Citizen 2+ years of experience in Contact Center Customer Service or equivalent help desk experience Knowledge and experience of customer service practices/quality management best practices Proven work experience as a quality control/assurance professional or equivalent help desk experience Must be able to pass a Federal Government background investigation (Food & Drug Administration Public Trust) Very good organizational skills, ability to multi-task, good problem-solving skills, ability to work independently and as part of a team. Ability to communicate clearly, providing accurate and professional responses Ability to maintain good working relationship with peers and customers of all technical and non-technical levels. Solid organizational skills, including multitasking and time-management. Must be a team player and be able to work effectively as an individual. We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law. Read Full Description Skills Required High school diploma, GED, or some college work Availability to work office hours between 6:00 AM and 7:00 PM Mountain Time U.S. citizenship At least 2 years of contact center customer service or equivalent help desk experience Knowledge of customer service practices and quality management best practices Proven experience as a quality control or quality assurance professional, or equivalent help desk experience Ability to pass a federal government background investigation for FDA Public Trust Strong organizational, multitasking, time-management, problem-solving, communication, and teamwork skills View all jobs at ASRC Federal View ASRC Federal Profile Report Job