Help Desk Technician I

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Uses a computer system to track questions and answers as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
• May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experienced Specialists. Participates in special projects as required.
• Must be able to work nights, weekends, and Holidays.
• Requires a High School Diploma or GED.  Associates Degree preferred. 
• ITIL Foundation Certified (Preferred) HDI CSR certified (Preferred)
• Must be able to obtain/retain an FAA PIV badge (MANDATORY).
• 3-5 years of related customer service, call center or help desk experience.

FAVES Citizenship Requirements: 

3.14-3 Foreign Nationals as Contractor Employees (April 2008)

(a) Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.

(b) Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:

(1) Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;

(2) A risk or sensitivity level designation can be made for the position; and

(3) The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.