Customer Support Specialist

Job summary
**TS/SCI Clearance w/Polygraph Required**Provides Tier 1 and Tier 2 support via phone, email, and chatResponsible for recording, categorizing, prioritizing, and responding to user issues
Job seniority: mid-to-senior level
Responsibilities
• Provide first contact resolution for Tier 1 and Tier 2 support• Provide high-level customer service and support• Record, categorize, prioritize, and respond to user issues• Resolve complex user and system issues• Enter and track tickets for the requesting organization• Attend meetings related to Help Desk process and procedures• Communicate ticket follow-ups, system updates, and outages• Support day-to-day operations and problem resolution for IT systems• Provide support for escalation and communication of status• Promote diversity and equal employment opportunity
Requirements
• Security+ CE certification• 5-10 years of experience• Ability to prioritize and execute tasks in a high-pressure environment• Strong customer service skills• Ability to work in a team-oriented, collaborative environment• Sensitivity to unique dialects• Availability to work weekends and holidays• Willingness to work evening shift (******** Sunday - Thursday)