Customer Support Tech

3 weeks ago


Washington, United States latitude Full time

Are you a skilled technical support professional with a secret security clearance? Join the team as a Customer Support Technician and contribute to our mission of providing top-tier support to clients with sensitive security needs. As a support technician, you will play a critical role in assisting clients with technical issues while ensuring the confidentiality and security of classified information.Responsibilities:Technical Assistance: Provide prompt and effective technical support to clients, diagnosing and resolving issues related to software, hardware, and network configurations.Clearance Management: Leverage your secret security clearance to handle sensitive information and troubleshoot security-related concerns.Remote Support: Assist clients remotely via phone, email, or remote desktop tools, guiding them through troubleshooting steps and solutions.Issue Escalation: Collaborate with higher-level technical teams to escalate and resolve complex technical challenges.Documentation: Maintain detailed records of client interactions, issues, and resolutions in our support ticketing system.Training: Educate clients on best practices, system usage, and security protocols to enhance their overall experience.Continuous Learning: Stay updated on the latest technology trends, security practices, and support methodologies.Qualifications:Secret security clearance is mandatory.Proven experience in technical support or a related field.Strong knowledge of hardware, software, and network troubleshooting.Excellent communication and customer service skills.Proficiency in remote support tools and ticketing systems.Strong problem-solving and analytical abilities.Ability to work well under pressure and handle confidential information.IT certifications (e.g., CompTIA A+, Network+, Security+) are a plus.


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