Customer Support Specialist 1 with Security Clearance

---

Job description

We're searching for talented individuals who provide intelligence, statistical analysis and programming expertise for the Government. This opportunity supports an Enterprise IT contract with a team of 60+ engineers responsible for the architecture, engineering, integration, operations, maintenance, and sustainment of a world-wide multi-level / multiple classification Enterprise IT environment enabling collaboration between the US and Foreign parties. If you are ready to support a high-performing team that truly makes a difference, then come join us! This position includes Shift Work. Job Description: The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution. The Level 1 Customer Support Specialist shall possess the following capabilities: Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues Enter and track tickets for the requesting organization Responsible for attending meetings that affect Help Desk Process and Procedures Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status Solve problems using documented Standard Operating Procedures (SOP) Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc. Provides support for the escalation and communication of status to agency management and global customers Certifications Required: Security+ Qualifications: Able to prioritize and execute tasks in a high-pressure environment Strong customer service skills and the ability to work in a team-oriented, collaborative environment Be sensitive to unique dialects as our customers may speak English as a second language Position requires active Security Clearance with appropriate Polygraph

<!– job description page –>