The Prince George's County Department of Parks and Recreation is currently seeking a Help Desk Quality Assurance Analyst. The ideal candidate has technical chops, demonstrably strong communication and analytical skills, and can effectively identify areas for process improvement while working with a Knowledge team to update existing or create new process documentation.
The Quality Assurance Analyst will ensure the quality of help desk support services through monitoring and reviewing help desk activities (calls and tickets), working with Helpdesk Leadership to identify periodic assessments of technician skills and knowledge, providing findings to Helpdesk Leadership for coaching and remediation sessions, assisting in tracking performance over time, and recommending process improvements. The Quality Assurance Analyst will also assist with maintenance of the data entered in the database to ensure that the system data is being cleaned on a regular schedule and that the data is following outlined processes and standards.
The main responsibilities of this position are in the areas of:
This position will be with the nationally accredited, six-time gold medal Parks and Recreation agency, Maryland-National Capital Park and Planning Commission, and will work directly with the Customer Service Help Desk. Which is a combination of a Technical Support and traditional Customer Service Call Center, that supports the general public as well as our internal customers, with questions that range from information about our Parks and Community Centers to internal requests for assistance with software solutions for rentals or assistance with computer hardware troubleshooting.
This is a part-time position working ~30 hours a week.
This position will be a hybrid position to start, meaning some hours on-site and some hours teleworking, and may change to a full onsite position depending on future job needs. Applicants should be self-starters with solid time management skills, and attention to detail and deadlines to be successful in this role.
This position pays at a rate of $20.00 per hour, dependent on experience and qualifications.
This position does not provide benefits.
A criminal background check will be completed prior to hire.
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
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