Customer Support Center Specialist
About The Position
The CSC Specialist serves as the first point of contact for military and civilians checking in or out of the Command. They will provide walk up and telephone support to a 10,000-person user community employing computer systems and networks. The CSC Specialist will be available for NMCP users Monday - Friday, 7am - 4pm, and on-call Friday beginning at 4pm - Monday at 7am. The CSC Specialist is responsible for directing customers to correct POC's, providing guidance on account creation, assigning laptops/desktops, and general support questions. CSC Specialist will manage incoming calls, and in person requests for assistance by logging issues and requests using the ServiceNow tool. During on-call hours, the CSC Specialist will escalate issues as needed to Tier 2 or Tier 3 support teams.
Requirements
- Five years of general IT experience; of which at least three must be specialized.
- Specialized experience includes: Customer service, Help Desk Support, PC operating systems, Electronic mail
- Proficient use of ServiceNow or other ticket tracking system in the recording and tracking of user support, calls, and tickets.
- IAT II Required to Start
- Must have fully adjudicated Public Trust Required to Start
Responsibilities
- Provide support for Command Check-ins and Check-outs
- Provide first point of contact support to walk-up customers documenting requests for assistances and support via trouble tickets utilizing ServiceNow
- Resolve ServiceNow tickets assigned to the Customer Support Center (CSC) from the DHA Help Desk
- Resolve issues with blocked CACs during normal working hours
- Provide technical support for DOD365 Outlook log-on and configuration issues
- Provide technical support for users requesting data transfer from H: drive to CDRW
- Maintain the IMD Asset Management & Inventory Database
- Configure and distribute VPN laptops to support NMCP users approved to telework
- Replace desktop computers with VPN laptops and docking stations
- After hours and weekends on-call support for DHA Help Desk
- Assist with all NMCP Refresh projects as scheduled
- Assemble and distribute monitors in response to request through ServiceNow
- Provide weekly ServiceNow reports to IMD Leadership which report on number of tickets created and resolved for NMCP, and comparable MTFs
- Other duties as assigned
Benefits
- Open Paid Time Off
- 11 Federal Paid Holidays & 5 Paid Sick Days
- Company-paid Life/AD&D
- Company-paid Short Term and Long-Term Disability
- Health Insurance with Company Contribution
- 401k Plan with Company Match
- Employee Recognition Program
- opportunity for Employee Referral Bonus
- opportunity for annual Performance Bonus
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
