Customer Support Specialist 3

Are you ready to become a RealmOne WARRIOR!
RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work/life balance by investing in our employees and encouraging professional and personal growth. We do this by offering exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch security professionals.
Join us on this journey as we execute this new mission-critical contract providing Cybersecurity Expertise and Risk Management!
Your effort and expertise are crucial to the success and execution of this impactful mission that is critical in ensuring mission success through Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, Sharepoint Developers, Systems Engineers, Network Engineers, and IT Engineers by improving, protecting, and defending our Nation's Security.
This position includes Shift Work.
Job Description:
The Customer Support Specialist 3 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 CSS3 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 current opening is Sunday to Thursday - 1500 to 2300
The Level 3 Customer Support Specialist shall possess the following capabilities:

• Recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.
• Entering and tracking tickets for the requesting organization.
• Attending meetings that affect Help Desk Process and procedures.
• Effectively communicating ticket follow-ups, system updates, improvements, and outages to the customers to ensure they are well informed of current status.
• Solving problems using documented Standard Operating Procedures (SOP).
• Providing support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, etc.
• Providing support for the escalation and communication of status to agency management and global customers.

Qualifications:

• 5-10 years experience as a Systems Administrator or similar.
• Ability 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.

Certifications Required:

• Security+

Position requires active Security Clearance with appropriate Polygraph