Bilingual Technical Help Desk Agent (Hourly)

MD - Gaithersburg

29141BR

Job Description

Westat is seeking a Bilingual Technical Help Desk Agent with the ability to support projects receiving requests for assistance via phone, email, and voice mail. This important Technical Help Desk is critical to support our field interviewers, respondents, home office staff, and other project participants. Technical Help Desk staff should remain calm and patient under pressure and thrive in a team environment. Help Desk staff also support equipment configuration, shipment, receipt, and tracking.

This position is to work 3 days per week at our office in Gaithersburg, Maryland, and 2 days per week from your home office. The working hours are between 9:00 am - 6:00 pm Monday through Friday.

Job 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.
* Answerproceduralquestionsthatrequireastrongunderstandingofcurrentoperatingsystems, 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.

Basic Qualifications:
* 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.

Preferred Qualifications:
* 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 are based on hours worked and tenure and may include:

• 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

Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the specific position, which may include, for example, identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Any background screening results will be evaluated through an individualized assessment based on the individual's specific record and the duties and requirements of the position.

This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Career Area

Research - Survey Support

Target Pay Rate

20.00