Technical Support I

ASRC Federal Cyber LLC is seeking a Technical Support I candidate to deliver remote Tier 1 help desk support for the FDA for OII Applications clients. This role focuses on day-to-day end-user assistance, handling support requests through calls, emails, and tickets, and using internal tools to keep issues organized and resolved.

Based in Arkansas (remote), the position offers an hourly rate of USD 17–20 and requires 2+ years of relevant contact center or help desk experience.

What You’ll Do

• Provide Tier 1 support for specified FDA OII Applications clients.
• Deliver end-user support for OII Applications.
• Answer customer calls and respond to emails and tickets.
• Use a Knowledgebase tool to retrieve information and improve KB solutions.
• Log incoming requests in ServiceNow (calls and emails).
• Use internal Contact Center tools as required.

What You’ll Need

• High School Diploma, GED, or some college work (preferred).
• Ability to work any office hours from 6:00AM to 7:00PM Mountain Time.
• Must be a US Citizen.
• 2+ years of experience in Contact Center Customer Service or equivalent help desk experience.
• Knowledge of customer service practices and quality management best practices.
• Proven experience in quality control/assurance or an equivalent help desk background.
• Ability to pass a Federal Government background investigation (Food & Drug Administration Public Trust).
• Strong organizational and multi-tasking skills, with solid problem-solving ability.
• Ability to communicate clearly with accurate, professional responses.
• Capacity to work independently and collaboratively, maintaining strong relationships with peers and customers across technical and non-technical levels.

Tools and Systems Used

• Knowledgebase tool
• ServiceNow
• OII Applications
• Internal Contact Center tools

Benefits

• Health care
• Dental
• Vision
• Life insurance
• 401(k)
• Education assistance
• Paid time off including PTO
• Holidays
• Any other paid leave required by law