JLAN Solutions has an immediate opening for a Call Center Engineer to support out client the Department of Transportation, DOT. A strong candidate for this role will have a winsome personality that can address a customer’s needs while easing their stress. This position requires creative problem-solving skills, high technical aptitude, being well organized, the ability to multitask, and strong communication skills. The ability to learn new software and leverage vendor support, web searches, and documentation to find solutions is critical.

This position is remote

Core duties and responsibilities include the following:

• Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
• Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
• Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
• Researches customer concerns and find appropriate resolutions.
• Creates and maintains case management records of daily problems and remedial actions taken, or installation

Qualifications :

• Must have a minimum of 2 years of experience supporting an IT service desk.
• Must possess a High School Diploma.
• HDI Customer Service Representative Certification required within six (6) months of employment.

Preferred skills and qualifications:

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with

the ability to obtain a public trust

SALARY: Negotiable depending on experience and education level. JLAN offers a full benefits package with vision, health, dental as well as a 401k match and life insurance

JLAN Solutions is an equal opportunity/affirmative action employer and does not discriminate against any applicant for employment on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, veteran status or physical impairment