Customer Support Specialist 1 with Security Clearance

3 weeks ago


Annapolis Junction, United States Jovian Concepts Full time

* 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 Requirements Qualifications: * An active and current TS/SCI with Polygraph is required to be considered. * Current Security+ CE certification. * 5+ years of experience. * Able to prioritize and execute tasks in a high-pressure environment. * Strong customer service skills and the ability to work in a team-oriented, collabroative environmentBe sensitive to unique dialects as our customers may speak English as a second language. * Availability to work weekends and holidays.Willing to work evening shift from 1500-2300 Tuesday - Saturday .



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