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Federal IT Call Center Technician- Manassas, VA - Clearance Required: Top Secret Full Scope Poly



IT, Customer Service
Virginia, USA
Posted on Thursday, April 25, 2024
Federal IT Call Center Technician- Manassas, VA - Clearance Required: Top Secret Full Scope Poly

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Federal Program Call Center Representative (CCR) must have direct, relatable Call Center experience. The CCR will work in Call Center setting to monitor and assign incoming tickets and is responsible for handling inbound calls with customers, always taking a friendly, courteous, professional and ethical approach. The CCR will ensure a pleasant and meaningful experience for all customer interactions. Growth potential to be promoted to the next level as a data center technician. service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments

Job Description Summary

Typical responsibilities include:

Assisting and supporting end-users with technical issues and questions related to hardware – compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.

Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.

Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges.

Order and track replacement parts. Maintain spare parts inventory.

Success will be measured through satisfactory attainment of customer service level agreements.

US Citizenship required.

Clearance: TS/SCI with Full Scope Poly clearance required.

This role will be on-site at customer location in Manassas, VA

Rotating Shift involving weekend required

Schedule will be staffed as follows:

4 on, 3 off, 3 on, 4off

Days 0600-1800

Night 1800-0600


  • Ability to effectively communicate and answer customer inquiries.
  • Provide exceptional customer service and resolutions in a time-efficient manner.
  • Excellent problem-solving skills.
  • Active listening and strong communication skills.
  • Ability to adapt and work well in a call center environment.
  • Resolve customer challenges and provide accurate and definitive information
  • Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customer.
  • Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
  • Act as a consultant in service delivery business, technology, industry or specific application.
  • Resolve technical and some business incidents independently.
  • Mentor/assist less-experienced team members on complex incidents.

Knowledge and Skills:

  • Direct, call center experience, 2+ years.
  • Fluent in English, both written and verbal.
  • Technologically savvy, excellent use of systems.
  • Quick learner.
  • Excellent communication skills, verbal and written.
  • Experience with ServiceNow, Nlyte and Jira a big plus
  • In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.

Education and Experience Required:

  • US Citizen, TS/SCI Security Clearance with Full Scope Poly Required
  • Bachelor's degree preferred or Associate degree holder (technical field)
  • 2-3+ years working experience in related fields preferred.
  • High School Diploma required.



Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.





Job Level:


States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $86,000.00 - $198,000.00

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .