Customer Support Specialist - IT Service Desk (Hybrid)

Description

Are you passionate about delivering top-notch customer support in a dynamic IT environment? We are looking for a dedicated Customer Support Specialist to join our Service Desk team. This role is part of a critical program that modernizes and maintains IT infrastructure for global services.

As a Customer Support Specialist, you will play a vital role in providing excellent customer service and Tier I support to internal users. Collaboration with colleagues and stakeholders will be essential to ensure smooth operations and timely resolution of issues.

Key Responsibilities

• Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues through various channels including phone, email, chat, and ticketing systems.
• Make outbound service calls to customers to return voicemails, provide status updates, and gather additional information.
• Utilize Knowledgebase articles to resolve issues and contribute to new articles by documenting solutions.
• Adhere to government policies and procedures for ticket escalation and resolution to meet service level agreements.
• Participate in Shift Turnover meetings, sharing ticket data and updates.
• Maintain communication with government customers and other support teams.
• Update and share policy and SOP changes with team members.
• Monitor ticketing system dashboards to track ticket status and updates.
• Prepare and send scheduled reports at the end of each shift.
• Support colleagues by being familiar with all Service Desk roles and responsibilities.
• Show flexibility and a willingness to take on additional tasks as needed.
  
  

Work Schedule

• Core Hours: First shift from 7:00 PM ET to 3:30 AM ET (Flexible), Monday - Friday.
• Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166.
• Hybrid Work: After completing a 12-week New Hire Training Program (Monday - Friday, 7:00 AM to 3:30 PM), you will work your assigned shift in Sterling up to two days per week. Remote work is possible on other days with manager approval. The number of onsite days may vary based on program requirements.
  
  

Qualifications

Basic Requirements:

• U.S. citizenship and active SECRET Government Security Clearance.
• 1 to 3 years of help desk/service desk experience.
• Ability to accurately document ticket information.
• Strong independence, time management, and productivity skills.
• Excellent written and verbal communication.
• Attention to detail and a positive attitude.
• Ability to work onsite.
  
  

Desired Skills

• CompTIA A+ Certification.
• ITILv3 or ITILv4 Foundation Certification.
• Microsoft IT Support Certification or HDI SCR.
• Experience with Remedy or ServiceNow CRM.
• Experience supporting Department of State IT environments.
  
  

Education And Experience

• High school diploma (or equivalent) with 6 years of experience; or
• Bachelor’s degree with 2-4 years of experience; or
• Master’s degree with 0-2 years of experience.
  
  

Target Salary Range

\(51,000 - \)82,000, based on experience and other factors.

Employment Type: Full-Time