Help Desk Customer Service Representative

About the Role

• Adjudicate Tier 1 inquiries and escalate complex issues to engineers, developers, or field technicians. • Log customer interactions, track issue resolution, and generate performance metrics using specialized software tools. • Provide technical, operational, and account support via phone, email, or in‑person across diverse locations. • Research and resolve issues while staying current on products, platforms, and industry trends. • Contribute to customer experience strategy and recommend process improvements. • Document service concerns promptly and coordinate with internal departments to ensure seamless issue resolution. • Enter and monitor service work orders, verifying accuracy of account information and data.

Key Responsibilities

• ▸tier 1
• ▸issue escalation
• ▸metrics tracking
• ▸technical support
• ▸issue resolution
• ▸work orders

What You Bring

Parsons is seeking talented Help Desk Customer Service Representatives to provide round‑the‑clock support 24/7/365 via phone and email for a worldwide mission. The role ensures help‑desk response capabilities are always accessible and supports users across geographically dispersed areas. • Maintain active Top Secret/SCI clearance and possess a high‑school diploma with at least two years of Tier 1 experience. • Demonstrate strong communication, analytical skills, and proficiency with issue‑tracking tools such as JIRA and Maximo. • Desired: handle Tier 2 inquiries, use language translation software, know QA standards, hold ITIL or similar certification, understand government contracting, and possess an active polygraph clearance.

Requirements

• ▸top secret
• ▸high school
• ▸tier 1
• ▸jira
• ▸maximo
• ▸itil

Benefits

The salary range for this role is $29.95‑$52.40 per hour, complemented by best‑in‑class benefits including medical, dental, vision, paid time off, an Employee Stock Ownership Plan, 401(k), life insurance, flexible work schedules, and holidays.

Work Environment

Office Full-Time