Call Center Administrative Specialist - DHS ICE

Insight Technology Solutions - Arlington, VA4.6

Full-timeEstimated: $67,000 - $89,000 a year
Insight Technology Solutions is currently seeking an Administrative Specialist for support of a Contact Center Support Contract under the Department of Homeland Security (DHS) in Crystal City, VA. The selected individual will be responsible for supporting a variety of administrative tasks and should ideally bring previous experience answering and responding to calls, engaging in multiple emails and chat messages while simultaneously working within multiple databases; and resolving a variety of complex issues.

The government requires a minimum of five (5) years of specialized experience to include answering and responding to calls, engaging in multiple emails and chat messages while simultaneously; working within multiple databases; resolving a variety of complex issues; and working in an environment with flexible schedules. Acceptable specialized Administrative Specialist experience shall also include:
Knowledge of dealing with a variety of people from varying professional/administrative backgrounds
Knowledge of performing presentations of research and analysis; coordination with internal stakeholders and vendors
Knowledge of interpreting, analyzing, and reviewing data provided by systems analysis
Knowledge of coordinating with internal stakeholders regarding knowledge base development, process improvements, change management, and communications initiatives
Knowledge of identifying strategic plans of actions; identifying and resolving unique issues in which no policy exists
Knowledge to assist management with establishing and achieving workload, accuracy, productivity, and service level agreements
Knowledge of technical writing, proofreading, technical editing of word processing and other computer-based documents
Knowledge of how to integrate various sources into a cohesive product which may be delivered as computer-based magnetic media and preparation of graphical and narrative presentation material
Knowledge of providing assistance with maintaining personnel and other files; prepare correspondence, schedules and coordinates travel
Knowledge to assist with and composes technical documents including, user's manuals, training materials, installation guides, proposals, and reports
Knowledge of integrating graphics generated documents with automated tools for deliverable documents

Specialized Experience:
Ability to demonstrate knowledge of current principles, practices, and techniques of oral and written communications
Ability to communicate effectively both orally (in groups and one-on-one) and in writing
Ability to educate and inform senior management and Federal staff on various alternatives
Ability to manage multiple deliverables under extreme time constraints
Ability to operate Microsoft Office Suite including: SharePoint, Access, Project and Content Management Systems
Ability to create and run queries using Microsoft Access
Ability to create pivot tables using Microsoft Excel
Ability to adapt to changing environments and to apply creative solutions to various challenges
Ability to coordinate schedules to facilitate completion of contract deliverables, task order review, briefings/presentations
Ability to work independently and shall have demonstrated the ability to efficiently interpret research and analyze information from various sources
Ability to support the development of contract deliverables and reports by developing and updating graphics presentations to improve the quality and enhance the usability of these documents
Education Requirements: Bachelor’s Degree and/or Specialized Experience performing duties in support of a multi-tier/level Contact Center required

  • Insight Technology Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.