Customer Service Technician

Job Locations US-KY-Barbourville
Posted Date 1 year ago(9/25/2020 10:14 AM)
Job ID


ProSphere is seeking several individuals for the position of Customer Service Technician. Persons in this position will be required to be the Tier 1 first respondent to end-user requests for assistance in the operation and functionality of their computing systems, software, peripheral and other devices. The successful candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 trouble tickets.  The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance or engineering support team at Tier 2. Individuals in this role must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel on a nationwide level. These are full time positions located in Barbourville, KY. Veterans are highly encouraged to apply.


  • Provide routine information technology (IT) customer support in maintaining computing systems, printers and other peripherals
  • Analyze and report daily on ticket resolution to an established weekly ticket closure rate
  • Troubleshoot basic IT services as needed and assist customers with reported issues
  • Will use an automated ticketing system on a daily basis
  • Successfully handle a wide range of hardware and network technology issues in a high-volume, fast paced environment
  • Will be responsible for all assigned trouble tickets from creation to resolution
  • Performs other related duties and assignments as required and as assigned by supervisor


  • Must be able to obtain and maintain a clearance for persons in a position of public trust conducted by the Department of Veterans Affairs (VA) and the Office of Personnel Management (OPM)
  • Minimum high school diploma
  • Technical certifications strongly desired
  • Experience providing IT support to end-user communities preferred but not required
  • Excellent customer service and communications skills required
  • Demonstrable troubleshooting and problem resolution skills for desktops and laptops
  • Experience providing services to the federal government and/or the VA
  • Ability to work overtime required on occasion  
  • Must be able to pass a Federal Background Check and Drug testing
  • Typing speed of 30 wpm or higher.

Physical Demands

  • Occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl
  • May be required to lift up to fifty (50) pounds
  • Ability to sit at a workstation for long periods of time
  • Managing large amounts of inbound and outbound calls in a timely manner in a high stress environment
  • Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
  • Sit for extended periods of time with minimal breaks.
  • Be present at work-site as required
  • Complete all training requirements within time required.
  • Utilizing software, databases, scripts, and tools appropriately.
  • Understanding and striving to meet or exceed Enterprise Service Desk metrics while providing excellent consistent customer service.
  • Meet personal/team qualitative and quantitative metric goals
  • Adhering to all company policies and procedures
  • Adhere to established customer service and documentation standards within required time frames.
  • Ability to work and adhere to any shift assigned. We operate 24 hours a day, 365 days a year
  • Logical problem-solving skills and ability to multi-task
  • Performs other related duties and assignments as required and as assigned by supervisor

Benefits of Working at ProSphere:

ProSphere offers full-time employees a competitive total compensation package that includes paid vacation, paid sick leave, paid holidays, and paid military leave. Our insurance benefit plans include options for medical, dental, vision, company paid short-term and long-term disability, and company paid life insurance with options to buy additional life, AD&D, pet insurance, legal services, identity theft, and accident insurance at group negotiated rates. Flexible spending accounts and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has a matched employer contribution that is immediately vested. ProSphere invests in the professional growth of our employees through professional certifications and tuition reimbursement programs.


Equal Employment Opportunity & Affirmative Action Employer:

It is ProSphere’s policy to promote equal employment opportunities. All personnel decision, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state or local law.


Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing or by dialing 703-810-3007.


Please see the Equal Employment Opportunity and OFCCP notices for additional information: ProSphere’s EEO Statement, EEO is the LawEEO Poster Supplement, and the OFCCP's Pay Transparency Nondiscrimination Provision.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed