Parsons Corporation
Multinational technology‑driven engineering and infrastructure firm serving government and private sectors.
Help Desk Customer Service Representative
Provide 24/7 Tier 1 & 2 help desk support, escalations, and customer service.
Job Highlights
About the Role
Parsons is seeking talented Help Desk Customer Service Representatives to provide round‑the‑clock support (24/7/365) via phone and email to a worldwide mission. The role involves adjudicating Tier 1 inquiries, escalating complex issues to engineers, developers, and field technicians, and using specialized software to log interactions and track resolution metrics. • Provide 24/7/365 help desk support via phone, email, and in‑person interactions. • Triage Tier 1 inquiries and escalate complex issues to engineers, software developers, and field technicians. • Log customer interactions and track issue resolution using tools such as JIRA and Maximo. • Deliver detailed product support covering technical, operational, and user/account queries for geographically dispersed users. • Research and resolve issues while staying current on product platforms and industry trends. • Contribute to customer‑experience strategy and suggest process improvements. • Maintain an active Top Secret/SCI security clearance. • Utilize language translation software and adhere to Quality Assurance standards.
Key Responsibilities
- ▸help desk
- ▸tier triage
- ▸issue logging
- ▸product support
- ▸issue research
- ▸process improvement
What You Bring
• Hold a BS degree (0‑2 years experience) or HS diploma (6‑8 years experience) with expertise in adjudicating Tier 2 inquiries. • Possess relevant certifications (e.g., ITIL) and knowledge of government contracting processes.
Requirements
- ▸bs degree
- ▸hs diploma
- ▸tier2
- ▸itil
- ▸govt contracting
- ▸adjudication
Benefits
Salary ranges from $21.88 to $38.27 per hour, and employees enjoy a comprehensive benefits package that includes medical, dental, vision, paid time off, ESOP, 401(k), life insurance, flexible schedules, and holidays. Parsons is committed to employee wellbeing and offers limitless growth opportunities.
Work Environment
Office Full-Time