Provide Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets
Document all support activity in ServiceNow tracking system
Receive, comprehend, provide, and respond to routine technical informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet
Respond to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics
Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web
Follow established escalation procedures
Resolve and respond to written customer inquiries and phone calls
Handle customer questions/issues requiring follow-up and exercise independent judgment within set guidelines
Develop and maintain positive customer relationships and as well as team members and supervisors
Apply critical thinking and problem solving skills to customer issues
Maintain positive customer relations and coordinate with various functions within the organization to ensure customer requests and questions are handled appropriately and timely

High school diploma or general education degree (GED) required w/ some college preferred
One year related experience and/or training; or equivalent combination of education and experience
Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input)
Prior experience working with Microsoft Word and Microsoft Excel desired
Ability to comprehend basic instructions, short correspondence, and memos
Ability to compose basic correspondence
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's
Ability to multi-task is desired
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

Customer Service Representative

Key skills