Service Desk Agent/ Lead (Both 2 Positions) : San Diego, CA (Onsite) : Contract

Service Desk Agent/ Lead (Both 2 Positions) : San Diego, CA (Onsite) : Contract

/ Lead (Both 2 Positions)

Location:

San Diego, CA- 92120

(5 Days Onsite/Week)

Duration: 6+ Months Contract

Job Summary:

We are looking for experienced, customer-focused

Contact Center Representatives

to join a flexible and collaborative support team serving a critical public sector department.

This is a high-impact, front-line role designed to provide

responsive, empathetic, and technically informed assistance

to residents and internal users.

This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Serve as the

first point of contact

for resident/public inquiries via phone, email, or chat.

Accurately

log and categorize queries

using platforms like

Salesforce, Jira

, or equivalent ticketing systems.

Collaborate with internal technical teams to

triage issues

and provide timely, accurate resolutions.

Proactively

minimize hold times

and ensure a smooth, positive experience for callers.

Identify cases for

escalation or follow-up

, ensuring no resident query goes unresolved.

Maintain

clear documentation

of all interactions and support activities.

Help reduce

call abandonment rates

and increase responsiveness through process awareness.

Stay current on evolving tools, systems, and internal workflows.

Experience in a

customer-facing technical support or contact center role

.

Working knowledge of

Salesforce, Jira

, or similar CRM/ticketing platforms (training support available).

Strong communication, active listening, and troubleshooting skills.

Ability to thrive in a

fast-paced, high-volume support environment

.

Strong

ownership mindset

and willingness to adapt to changing support demands.

Experience supporting

government or public-sector

entities is a plus.

Familiarity with

ITIL/SLAs/service desk processes

preferred.

Ability to support a

flexible engagement model

, including ramp-up/ramp-down scenarios based on volume.

Thanks & Regards,

Awdesh Kumar

InfiCare

Staffing

| 22375 Broderick Drive #225 Dulles, VA 20166

Direct: |

|

|

Employers have access to artificial intelligence language tools (AI) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Report this job

Dice Id:

10113809

Position Id:

2025-100859