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Customer Support Center Specialist
4 months ago
**Customer Support Center Specialist**
The CSC Specialist serves as the first point of contact for military and civilians checking in or out of the Command. They will provide walk up and telephone support to a 10,000 person user community employing computer systems and networks. The CSC Specialist will be available for NMCP users Monday - Friday, 7am - 4pm, and on-call Friday beginning at 4pm - Monday at 7am. The CSC Specialist is responsible for directing customers to correct POC’s, providing guidance on account creation, assigning laptops/desktops, and general support questions.
CSC Specialist will manage incoming calls, and in person requests for assistance by logging issues and requests using the ServiceNow tool. During on-call hours, the CSC Specialist will escalate issues as needed to Tier 2 or Tier 3 support teams.
**The CSC Specialist will have the following areas of responsibility**:
- Provide support for Command Check-ins and Check-outs
- Provide first point of contact support to walk-up customers documenting requests for assistances and support via trouble tickets utilizing ServiceNow
- Resolve ServiceNow tickets assigned to the Customer Support Center (CSC) from the DHA Help Desk
- Resolve issues with blocked CACs during normal working hours
- Provide technical support for DOD365 Outlook log-on and configuration issues
- Provide technical support for users requesting data transfer from H: drive to CDRW
- Maintain the IMD Asset Management & Inventory Database
- Configure and distribute VPN laptops to support NMCP users approved to telework
- Replace desktop computers with VPN laptops and docking stations
- After hours and weekends on-call support for DHA Help Desk
- Assist with all NMCP Refresh projects as scheduled
- Assemble and distribute monitors in response to request through ServiceNow
- Provide weekly ServiceNow reports to IMD Leadership which report on number of tickets created and resolved for NMCP, and comparable MTFs
- Other duties as assigned
The CSC Specialist will have the following qualification requirements:
A. Five years of general IT experience; of which at least three must be specialized. The three years of specialized experience must be in at least one or more of the areas listed below.
B. Specialized experience includes:
a. Customer service
b. Help Desk Support
c. PC operating systems
d. Electronic mail
C. Proficient use of ServiceNow or other ticket tracking system in the recording and tracking of user support, calls, and tickets.
D. Security+ certification preferred but not required.
E. Must comply with DOD 8570.01M and DoD 8140.01
**Company Description**
LinTech Global is an award-winning, ISO 9001:2008 certified and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cyber Security, and Training and Audio/Visual (AV) Solutions. LinTech has received a number of recognitions, including rankings on “Top 50 Companies to Watch”, Washington Technology’s Annual “FAST 50”, and Inc. 500's List of “Fastest Growing Private Companies”. The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.
**Benefits**
Our robust benefits package includes: Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Short Term and Long Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match; up to 5%, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more
**EEO Statement**
LinTech Global, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Weekly day range:
- Monday to Friday
Work setting:
- In-person
License/Certification:
- CompTIA Security+ (preferred)
Security clearance:
- Confidential (preferred)
Work Location: In person
