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Customer Service Representative Level 2

2 months ago

Colorado Springs, Colorado, United States IC-CAP, LLC Full time

Job Title: Customer Service Representative Level 2

Job Summary:

IC-CAP, LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community. We are seeking a highly talented, energetic, and dynamic professional to join our team as a Customer Service Representative Level 2. This role will be responsible for resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

Key Responsibilities:

  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
  • Maintains and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems.

Requirements:

  • High School Diploma/ GED + Relevant experience: 3 years + CCC Academy graduate
  • Associates Degree + Relevant experience: 1 year + CCC Academy graduate
  • Bachelors Degree + Relevant experience: 0 years + CCC Academy graduate
  • Masters Degree + Relevant experience: 0 years + CCC Academy graduate
  • PhD + Relevant experience: 0 years + CCC Academy graduate

Preferred Certifications:

  • 8570 IAT II certification
  • A+, HDI, ITIL Foundation OR Microsoft 365

Security Clearance: TS SCI CI poly