Client Service Associate II

2 weeks ago


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

Customer Service Representative Level 2

IC-CAP LLC is a Woman Owned / HUBZone Small Business dedicated to serving the Department of Defense and the Intelligence Community. We are on the lookout for skilled, enthusiastic, and proactive individuals who are committed to safeguarding our nation's defense.

This position may be for immediate or future openings. Please refer to the introductory line of the job description for clarity.

We are currently seeking candidates for the following role:

Location: Colorado Springs, CO

Position Overview:

The Customer Service Representative Level 2 is responsible for addressing technical inquiries and resolving issues via telephone or self-service ticketing systems, supporting both internal and external clients with computer hardware, software, network, system/application access, and telecommunications systems. This role involves diagnosing, identifying, isolating, and analyzing problems using historical database records. The representative may escalate calls to product line specialists or system support experts as necessary and is responsible for maintaining and updating records and tracking databases. Additionally, this role will alert management to recurring issues and trends.

Flexibility is essential.

Shifts may vary.

Training duration is up to eight weeks on the DAY shift.

Key Responsibilities:

  • Provide first contact and incident resolution for customers experiencing hardware, software, and application issues, including support via telephone and electronically submitted requests.
  • Deliver courteous and customer-friendly service to resolve problems efficiently.
  • Strive to resolve as many incidents as possible during the first contact or at Tier 1, and escalate to Tier II or Tier III when necessary.
  • Document incident status and solutions in incident management tools.
  • Maintain current knowledge of computers, printers, laptops, and common Windows applications.
  • Assist with various Tier II issues through telephone support.
  • Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

Education and Experience Requirements:

  • High School Diploma/GED with a minimum of 3 years of relevant experience, or a CCC Academy graduate.
  • Associate's Degree with at least 1 year of relevant experience, or a CCC Academy graduate.
  • Bachelor's Degree with no prior experience required, or a CCC Academy graduate.
  • Master's Degree with no prior experience required, or a CCC Academy graduate.
  • PhD with no prior experience required, or a CCC Academy graduate.

Required Certifications:

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

Security Clearance:

TS SCI CI poly.

You are applying for the position of Customer Service Representative Level 2.



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