Home-Based Technical Service Representative in United States

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Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.

Peckham Inc. – USDA Home-Based Technical Service Representative

SUMMARY

Technical Service Representatives (TSRs) in this position will be responsible for providing over the phone support to a federal agency that is technical in nature. The activities associated with this position include identification, prioritization, and resolution of reported problems. Additionally, the TSR (Technical Services Representative) will, over the phone, perform general maintenance tasks and resolve less complex IT (Information Technology) problems immediately, while the more complex IT issues will be escalated to a higher level of support. During work, the TSR may encounter the need to use problem management databases and/or proprietary help desk systems. If working remote, Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.

DUTIES AND RESPONSIBILITIES

• Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.

• Gather information to diagnose technical hardware and software issues; apply problem solving skills and resolve the request effectively.

• Direct the caller to perform step by step actions to resolve the purpose of the call.

• Decide if the call requires escalation to a higher-level IT support.

• Conduct basic troubleshooting to resolve common hardware and software issues, if needed.

• Conduct research using available resources; use critical thinking skills to find a solution for the customer’s need and/or concern.

• Maintain and stay current with system information, changes, and updates.

• Utilize tools to remotely access end user systems and perform corrective actions to resolve the users’ problem.

• Achieve service level requirements including but not limited to average talk time, quality and first call resolution.

• Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.

• Demonstrate flexibility to changing business needs.

• Accept other jobs/duties as assigned.

MINIMUM QUALIFICATIONS

• At least 18 years old

• High School Diploma or equivalent 

• Proficient in the English language (written and verbal)

• U.S. Citizen; Michigan Resident

• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.

• A solid working knowledge of computer systems, hardware, and software

• CompTIA A+, HDI Support Center Analyst or equivalent certification required.

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.

• Remote Positions

• A neat/quiet room/office space designated for TSR work that meets requirements.

• A High-Speed Internet connection that meets minimum technical requirements.

• For those who live within 45 miles of the Sparks location only: The ability to come into the office if there are connection issues.

PREFERRED QUALIFICATIONS

• 6+ months of work experience in an IT help desk or IT support function

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual will be required to multitask. The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.

WORK ENVIRONMENT

Individuals will be required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere.  The tasks of the call center are repetitive in nature.  The noise level is generally moderate.  The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Remote Positions: Individuals will be on the phone from their remote office for most of their scheduled shift. Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.

Sparks Positions: Individuals will be on the phone in a cubicle for most of their scheduled shift.  The employment facility is a universally designed building with an open environment that provides natural light throughout work areas.

SECURITY

Many of the positions through the Business Services Division require security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Peckham is an Equal Opportunity Employer – EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

EOE-Embracing Diversity to Achieve Excellence

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

• Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

• Email us at [email protected]

• Call us at (517) 316-4000

• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am – 4pm)

  Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

  Business Line:

Contact Center Solutions

Location:

Home-Based (Michigan)

Worker Sub-Type:

Team Member

Click here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/team-member)

ABOUT PECKHAM

Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

Peckham is an Equal Opportunity Employer – EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf) ​

For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)

Pay Transparency Nondiscrimination Provision

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Visit www.peckham.org to learn more.