Customer Support Specialist 1

We're searching for talented individuals who provide intelligence, statistical analysis and programming expertise for the Government. This opportunity supports an Enterprise IT contract with a team of 60+ engineers responsible for the architecture, engineering, integration, operations, maintenance, and sustainment of a world-wide multi-level / multiple classification Enterprise IT environment enabling collaboration between the US and Foreign parties. If you are ready to support a high-performing team that truly makes a difference, then come join us!
This position includes Shift Work.
Job Description:
The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
The Level 1 Customer Support Specialist shall possess the following capabilities:

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat
• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution
• Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues
• Enter and track tickets for the requesting organization
• Responsible for attending meetings that affect Help Desk Process and Procedures
• Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status
• Solve problems using documented Standard Operating Procedures (SOP)
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
• Provides support for the escalation and communication of status to agency management and global customers

Certifications Required:

• Security+

Qualifications:

• 0-5 years of experience
• Able to prioritize and execute tasks in a high-pressure environment
• Strong customer service skills and the ability to work in a team-oriented, collaborative environment.
• Be sensitive to unique dialects as our customers may speak English as a second language
• Availability to work weekends and holidays
• Willing to work overnight shift from 2300 - 0700 Sun-Thu/Tues-Sat/Mon-Fri

Position requires active Security Clearance with appropriate Polygraph