Associate, IT Customer Services

L3Harris Technologies • Greenville, TX

246d

About The Position

L3Harris is seeking an experienced, motivated, and customer-focused IT Customer Support Specialist to join our 24x7 Network Operations Center (NOC). The successful candidate will be the frontline support for our customers, ensuring the stability and integrity of our network services. This role includes a rotating shift work schedule, with training opportunities available during periods of low activity. This position is crucial for maintaining the highest level of support for our internal customers by ensuring seamless helpdesk operations around the clock.

Requirements

• Active clearance; or previously held a clearance.
• Must have the ability to obtain a Secret level clearance.
• Must have 1 to 2 years of prior related professional experience.
• Flexibility to work in rotating shifts for 24/7 helpdesk coverage.
• Proficiency in Microsoft Office 2016 and O365 suite.

Nice To Haves

• Proven experience in a helpdesk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with ITSM ticketing systems (ex. ServiceNow, Remedy).
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a team environment and independently.
• Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management.
• Experience documenting day to day tasks.
• Ability to adapt, learn, and work in a fast-paced environment with little assistance.

Responsibilities

• Providing end user support for L3H employees and the government customer during 24/7 operation hours.
• Providing first-level contact and conveying resolutions to customer issues by answering incoming calls to the helpdesk promptly.
• Accurately logging all helpdesk interactions and tracking user requests within the ITSM ticket system.
• Monitoring and tracking specific program info using designated resources, ensuring constant awareness of status.
• Vigilantly monitoring the system resources for any anomalies or irregularities and taking appropriate action as required.
• Performing incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary.
• Managing service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
• Collaborating with other IT team members to ensure a cohesive and unified support experience for all users.
• Participating in ongoing training and development to stay current with system information, changes, and updates.
• Following detailed instructions and working guides to accomplish necessary tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing