Customer Service Representative - PACER

Overview

GovCIO is currently hiring a Pacer Representative to support our newly awarded customer contract.  Tier 1 Support Desk Analyst (SDA) provides help desk and system deployment services for Appellate, District and Bankruptcy Case Management, Electronic Case Filing (CM/ECF). The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with CM/ECF.

This position will be fully remote within the United States.

Responsibilities

• Receives, comprehends, provides, and responds to routine 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.
• Responds to escalated and complex inquiries on a broad scope of topics.
• Tasks may require simple adaptation and interpretation of provided reference materials.
• Provide Tier 1 support for CM/ECF
• Utilize ITSM tool to create or track issues/requests
• Provide timely updates to tickets
• Perform remote troubleshooting
• Determine the best solution based on the issue and details provided by user
• Properly escalate unresolved queries to the next level of support
• Ensure proper recording, documentation, and closure for each issue
• Follow up with users, provide feedback and see problems through to resolution
• Preserve and grow the knowledge base for supported applications
• Review and provide recommendations regarding application instructional or procedural documentation

Qualifications

Required Skills and Experience

• High school diploma with 0 - 2 years experience
• Strong understanding of troubleshooting IT issues
• Flexibility and adaptability to handle different product service calls
• Good verbal and written communication skills

Clearance Required: Must be able to acquire and maintain and active AOUSC Public Trust

Preferred Qualifications

• Experience with ServiceNow
• Software application Management experience
• Networking/Security experience
• Knowledge of the following products:
  • Microsoft Office & Teams
  • LINUX
• Understanding of ITIL best practices
• Background in Federal appellate, district and bankruptcy court operations
• Court experience with case management applications

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range