Help Desk Specialist | Social Security Administration

Durham, NC, USA Req #326
Tuesday, January 12, 2021

Position Overview:

Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Shift: Position is 40 hours per week. M-F 8AM-430PM

Duties & Responsibilities:

The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.

The employee documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.

Additionally, the employee dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).

Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.

The employee shall:

  • Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.

  • Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems

  • Accept and process virtual call inquires for hardware and software,

  • Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).

  • Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.

  • Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.

  • Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.

  • Gather information and follow required diagnostic procedures.

  • Adhere to the Standard Operating Procedures (SOP).


The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.

Candidates supporting this function shall have a minimum of one year experience serving in a help desk role and experience with: Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

Other details

  • Job Family Operations
  • Job Function Computer Support Specialist
  • Pay Type Hourly
  • Durham, NC, USA