Lead Technical Support Specialist
2 weeks ago
About the Role:
We are looking for a Senior Service Desk Specialist - Cleared Tier 2 to enhance our technical support operations. This position involves assisting our end-user community by diagnosing and resolving various hardware, software, and network challenges to maintain high levels of customer satisfaction.
Key Responsibilities:
- Deliver advanced support for complex end-user technical inquiries
- Mentor and oversee junior help desk staff
- Diagnose and resolve incident tickets efficiently
- Maintain and update assigned support tickets
- Provide on-site technical assistance to high-profile customers
- Contribute to the development of technical knowledge base documentation
Qualifications:
- Bachelor's degree in Computer Science or a related discipline
- A minimum of five years of relevant experience in technical support
- Proven expertise in troubleshooting data storage, network connectivity, and related issues
- Exceptional customer service abilities
- Familiarity with ServiceNow is preferred
Clearance Requirements:
- U.S. citizenship is mandatory
- Possession of an active Top-Secret clearance is required
Physical Requirements:
- Ability to communicate effectively and operate a computer
- Occasional mobility within an office setting
Compensation:
The anticipated salary range for this role is $71,800-$119,500.
Benefits:
We provide a comprehensive benefits package that includes Health Insurance, Life Insurance, Paid Time Off, Retirement Savings, and additional perks.
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