Technical and Project Engineering LLC (TAPE) Call Center Analyst (Journeyman & Senior) in Lakewood, Colorado
Contingent Upon Award
Western Area Power Administration (WAPA) is one of four power marketing administrations in the Department of Energy (DOE).
WAPA’s mission includes:
Marketing and delivering reliable, cost-based hydroelectric power, and related services from multi-use water projects within a 15-state region of the central and western United States.
Operating and maintaining a high-voltage transmission system that carries electricity generated at power plants operated by the Bureau of Reclamation, the Army Corps of Engineers, and the International Boundary and Water Commission.
Serve as the initial WAPA-wide point of contact for IT support requests and provide Tier I support for WAPA IT services, custom developed, and corporate applications.
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
Effective communication skills
Expertise on ITSM system
Working knowledge of customer service and technology support to users
Experience with call center support applications such as Service-Now.
Ability to distinguish between application and system problems.
Ability to resolve, recreate, troubleshoot, and escalate problems as needed.
Ability to relate to users on a professional level; provide excellent customer service.
Experience in analyzing problems, gathering information, and recognizing solutions.
Knowledge of telephone support for user devices and application software:
Microsoft OS Windows
Basic networking skills
Web and video conference setup, operations, and recordings
Laptop setup and configuration for meeting setup
Virtual Private Networks (VPN)
Hardware deployment and troubleshooting
Mobile device setup/configuration knowledge
Public Trust Clearance/High
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
All employees are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety-conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate. Safe use of TAPE equipment, as well as safe practices while on TAPE property is essential.
TAPE will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
TAPE is an Equal Opportunity / Affirmative Action Employer
EOE Minorities / Females / Protected Veterans / Disabled