TAD PGS, Inc. has a job for you.


Job Details

Call Center/Customer Service

IT Call Center Agent  Laurel, MD  Posted: 10/31/2022
Job Description

Job ID#:


Job Category:

Call Center/Customer Service

Position Type:

Associate - W2


6 months



We have an outstanding Contract position for an IT Call Center Agent to join a leading Company located in Laurel, MD.

**US Citizenship is required.**
**Must be able to work onsite in Laurel, MD**

Job Responsibilities:
  • Create, monitor & analyze tickets and escalate when needed
  • Solve problems using documented processes where available and best practices were not
  • Provide appropriate documentation on services provided and status updates
  • Create knowledgebase articles and SOP documentation
  • Assist teams with incident response support and be involved in the development and presentation of training sessions
  • Assists in problem correspondence as required
  • Contact customers for additional information
  • Assists customers with opening new tickets
  • Serve as the backup for the Group Administrator

Required Qualifications:
  • Possess a high school diploma 
  • Minimum 2 years of recent experience with Microsoft office (Word, Excel, and PowerPoint)
  • Minimum 1 year of experience with an IT ticketing system 
  • Are an excellent written and verbal communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
  • Have firsthand experience working independently as well as in a team to resolve customer concerns
  • Highly motivated with strong presentations skills and a desire to contribute to the success and direction for the group
  • Are willing and able to support operations and work necessary hours to complete critical work in a Call Center that requires sitting for extended periods of time and dealing with multiple issues at once over the phone, over email and in a ticketing system
Desired Qualifications:
  • Possess a Bachelor's degree or at least 4 years of recent advanced experience with the Microsoft Office suite
  • Have 2+ years experience in a Call Center or Help Desk environment
  • Experience creating SOP for new and existing processes
  • Have a basic understanding of computer, server hardware components as well as popular business COTs software

This particular client is requiring that all new hires show proof of vaccination.  However, accommodations will be made for those with disabilities or religious reasons who cannot obtain a vaccine.    

Job Requirements

Minimum Security Clearance:

No Clearance


TAD PGS, Inc. is a Global Fortune 500 company with worldwide revenue of over $27 billion and more than 50 years of government contracting experience. We specialize in supporting U.S. Government Agencies and their prime vendors by delivering a full range of recruitment and workforce solutions. As part of the Adecco family, we have access to over 2.5 million active candidates supporting hundreds of locations across North America. On any given day, we have more than 70,000 professionals working at client sites across the United States.

 VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
The Company will consider qualified applicants with arrest and conviction records.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/


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