Customer Support Specialist 2

Columbia Technology Partners

1d • Onsite

About The Position

Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.

Requirements

• 3-7 years of experience in an IT support or service desk environment
• Ability to prioritize and execute tasks effectively in a fast-paced, high-pressure environment
• Strong customer service and communication skills; ability to collaborate in a team-oriented environment and work with users for whom English may be a second language
• U.S. Citizenship is required for all applicants.
• All applicants and employees are subject to random drug testing in accordance with Executive Order 12564.
• Employment is contingent upon successful completion of a security background investigation and polygraph.
• DOD 8570 Certification
• This position requires an active Security Clearance with appropriate Polygraph.

Nice To Haves

• Availability to work evenings, weekends, and holidays; willingness to work Tuesday-Saturday, 1500-2300 shift, with initial training Monday-Friday, 0700-1500 for the first 4-6 weeks

Responsibilities

• Serve as first point of contact for Tier 1 support and assist with Tier 2 escalations for user and system issues
• Deliver high-quality customer service to ensure users receive responsive and effective IT support
• Record, categorize, prioritize, track, and resolve incidents and service requests in the ticketing system
• Troubleshoot and resolve issues using documented Standard Operating Procedures (SOPs)
• Support daily operations, monitoring, and problem resolution for client/server, storage, and network devices
• Communicate ticket updates, system changes, service improvements, and outages to users and stakeholders
• Participate in meetings related to Help Desk processes, procedures, and service improvements
• Escalate issues as needed and provide status updates to agency management and global customers

Benefits

• Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
• Vision + Dental: Both free to you + paid in full by CTP.
• Retirement: 401k - 6% company contribution
• PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.
• Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
• Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
• Profit Sharing Bonus: End of year cash gets added to your bottom-line.
• Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed