Customer Support Specialist 1 - Annapolis Junction, United States - Jovian Concepts Inc

Jovian Concepts Inc Annapolis Junction, United States

3 weeks ago

Description

Job Description

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

Requirements

Qualifications:

An active and current TS/SCI with Polygraph is required to be considered.
Current Security+ CE certification.
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, collabroative environmentBe sensitive to unique dialects as our customers may speak English as a second language.
Availability to work weekends and holidays.Willing to work evening shift from Tuesday - Saturday.

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