Customer Support Center Specialist

LinTech Global•Portsmouth, VA

11d•Onsite

About The Position

The Customer Support Center Specialist is the first point of contact for military and civilian personnel checking in or out of the Command and supports a 10,000-person user community. The role provides walk-up and telephone assistance, directs customers to the appropriate points of contact, offers guidance on account creation, assigns computers, and answers general support questions. The specialist logs incoming calls and in-person requests in ServiceNow and escalates issues to Tier 2 or Tier 3 support teams during on-call hours as needed. The position is 100% onsite at NMCP in Portsmouth, Virginia. Regular user support is available Monday through Friday, 7 a.m. to 4 p.m., with on-call coverage from Friday at 4 p.m. through Monday at 7 a.m. The role also supports NMCP refresh projects and provides scheduled and as-needed IT asset and end-user support.

Requirements

At least 5 years of general IT experience, including at least 3 years of specialized experience.
At least 3 years of specialized experience in one or more of the listed areas, including customer service, Help Desk support, PC operating systems, electronic mail, or use of ServiceNow or another ticket-tracking system to record and track user support, calls, and tickets.
IAT II certification required to start.
NACLC/Public Trust required to start.
Must receive customer approval, be suitable to hold a Public Trust, and successfully complete preemployment background screening.

Responsibilities

Provide support for Command check-ins and check-outs.
Serve as the first point of contact for walk-up customers, documenting assistance requests and support issues in ServiceNow trouble tickets.
Resolve ServiceNow tickets assigned to the Customer Support Center 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 transfers from H: drive to CDRW.
Maintain the IMD Asset Management & Inventory Database.
Configure and distribute VPN laptops to NMCP users approved to telework.
Replace desktop computers with VPN laptops and docking stations.
Provide after-hours and weekend on-call support for the DHA Help Desk.
Assist with NMCP Refresh projects as scheduled.
Assemble and distribute monitors in response to ServiceNow requests.
Provide weekly ServiceNow reports to IMD Leadership on ticket volume and resolution for NMCP and comparable MTFs.
Direct customers to the correct points of contact and provide guidance on account creation, computer assignments, and general support questions.
Manage incoming calls and in-person requests, escalating issues to Tier 2 or Tier 3 support teams during on-call hours as needed.
Perform other duties as assigned.