Customer Support Specialist
4.
0 1 hour ago Full Job Description You As the talented Customer Support Specialist, you will be responsible for performing Tier 1 Help Desk functions to evaluation, process, and resolve or escalate incidents that are reported via ticketing system, phone, or other mode.
The Customer Support Specialist will have excellent communications skills; broad knowledge of information technology concepts including user access and desktop technologies ; an ability to quickly learn support aspects related to enterprise applications.
The Customer Support Specialist will exhibit high levels of personal responsibility in prioritizing and accomplishing assigned tasks, interacting with customers, and following up incidents assigned to higher support tiers.
Us We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers.
This mantra drives us to succeed and act as true partners in advancing our client's missions.
Specifics Process tickets that are reported via incident tracking system (e.
g.
Jira) or other means Classify incidents and request according to program standards Resolve all incidents and request that can be addressed at Tier 1 Escalate and then track incidents to higher Tiers of support as necessary Resolve user access issues based on knowledge of underlying applications, Windows, Active Directory, certificates, Citrix Facilitate support of workflow underlying approval processes Learn and capture functional and technical aspects of applications and the users Update Knowledge Base Articles to facilitate greater support effectiveness Demonstrate problem-solving skills related to customer systems and applications Maintain responsibility for fully documenting steps to incident and request resolutions within the ticketing system Maintain professional and pleasant at all times when interacting with customers Requirements Experience in ensuring all phases of service desk support are properly coordinated, monitored, logged, tracked and resolved appropriately Experience in user access management in a Windows environment, including knowledge of Active Directory, Citrix, certificates Ability to troubleshoot and address problems related to customer systems and applications Ability and skill to effectively support and communicate with users.
Should be able to demonstrate accomplishments in this area Ability to analyze and plan workload schedules, and set priorities; ability to multi-task workload Ability and maturity to track all requests and incidents through resolution Ability to professionally and comprehensively document work activity Years of
Experience:
5 years of relevant Information Technology experience required, including some direct customer support experience Education:
Degree preferred Location:
Vienna, VA Security Clearance:
Must pass a GSA background check/Public Trust.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 1 hour ago Full Job Description You As the talented Customer Support Specialist, you will be responsible for performing Tier 1 Help Desk functions to evaluation, process, and resolve or escalate incidents that are reported via ticketing system, phone, or other mode.
The Customer Support Specialist will have excellent communications skills; broad knowledge of information technology concepts including user access and desktop technologies ; an ability to quickly learn support aspects related to enterprise applications.
The Customer Support Specialist will exhibit high levels of personal responsibility in prioritizing and accomplishing assigned tasks, interacting with customers, and following up incidents assigned to higher support tiers.
Us We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers.
This mantra drives us to succeed and act as true partners in advancing our client's missions.
Specifics Process tickets that are reported via incident tracking system (e.
g.
Jira) or other means Classify incidents and request according to program standards Resolve all incidents and request that can be addressed at Tier 1 Escalate and then track incidents to higher Tiers of support as necessary Resolve user access issues based on knowledge of underlying applications, Windows, Active Directory, certificates, Citrix Facilitate support of workflow underlying approval processes Learn and capture functional and technical aspects of applications and the users Update Knowledge Base Articles to facilitate greater support effectiveness Demonstrate problem-solving skills related to customer systems and applications Maintain responsibility for fully documenting steps to incident and request resolutions within the ticketing system Maintain professional and pleasant at all times when interacting with customers Requirements Experience in ensuring all phases of service desk support are properly coordinated, monitored, logged, tracked and resolved appropriately Experience in user access management in a Windows environment, including knowledge of Active Directory, Citrix, certificates Ability to troubleshoot and address problems related to customer systems and applications Ability and skill to effectively support and communicate with users.
Should be able to demonstrate accomplishments in this area Ability to analyze and plan workload schedules, and set priorities; ability to multi-task workload Ability and maturity to track all requests and incidents through resolution Ability to professionally and comprehensively document work activity Years of
Experience:
5 years of relevant Information Technology experience required, including some direct customer support experience Education:
Degree preferred Location:
Vienna, VA Security Clearance:
Must pass a GSA background check/Public Trust.
Estimated Salary: $20 to $28 per hour based on qualifications.
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