Customer Support Center Specialist
About The Position
The Customer Support Center Specialist serves as the first point of contact for military and civilian personnel checking in or out of the Command and provides walk-up and telephone support to a 10,000-person user community. The role supports NMCP users 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. Responsibilities include directing customers to the correct points of contact, providing guidance on account creation, assigning laptops and desktops, and answering general support questions. The specialist manages incoming calls and in-person requests, logs issues and requests in ServiceNow, and escalates issues to Tier 2 or Tier 3 support teams during on-call hours. The position also provides technical assistance, manages IT assets, supports equipment deployment and refresh work, and prepares weekly ticket reports for IMD leadership.
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: customer service, Help Desk support, PC operating systems, electronic mail, or proficient use of ServiceNow or another ticket-tracking system to record and track user support, calls, and tickets.
- An IAT II certification is required to start.
- A NACLC/Public Trust is required to start.
- Customer approval, suitability to hold a public trust, and successful completion of a preemployment background screening are required.
Responsibilities
- Provide support for Command check-ins and check-outs.
- Serve as the first point of contact for walk-up customers and document assistance requests and support needs in ServiceNow trouble tickets.
- Resolve ServiceNow tickets assigned to the Customer Support Center by 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 the H: drive to CDRW.
- Maintain the IMD Asset Management and Inventory Database.
- Configure and distribute VPN laptops to support 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 the number of tickets created and resolved 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.
- Escalate issues to Tier 2 or Tier 3 support teams during on-call hours.
- Perform other duties as assigned.
Benefits
- Open Paid Time Off
- 11 federal paid holidays
- 5 paid sick days
- Company-paid life and AD&D insurance
- Company-paid short-term and long-term disability
- Health insurance with company contribution
- 401(k) plan with company match
- Employee recognition program
- Opportunity for employee referral bonus
- Opportunity for annual performance bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
