Bilingual Technical Help Desk Agent (Hourly)
Westat is seeking a Bilingual Technical Help Desk Agent to support projects by assisting with requests via phone, email, and voice mail. The role involves troubleshooting technical issues and providing support for field interviewers and project participants while maintaining a calm and patient demeanor under pressure.
Responsibilities
- Answer technical calls, emails, and voicemails and document highly detailed issues into customized tracking systems
- Solve or troubleshoot problems that relate to the technical support of a wide variety of issues, including hardware, survey software and various systems, debit cards, and data transmissions
- Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices
- Provide administrative tasks to other areas or functions of the project on an as-needed basis, such as those requiring the use of Microsoft Office products or creating FedEx labels
- Assist with the configuration of laptops, shipping and receipt of equipment, and equipment tracking
- Work in our Gaithersburg office at least 3 days per week and transport equipment, as needed, between our Montgomery County locations
Skills
- Must have customer service experience, including LogMeIn123
- Experience with ServiceNow and/or Microsoft Dynamics
- Applicants must be fluent in both Spanish and English and have 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
- Experience with Survey Monkey or other study management systems
- Experience using Azure and/or InTune
- A High School Diploma and some college courses
- Detail-oriented and have a highly organized approach to work 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
Company Overview
Company H1B Sponsorship