Customer Support Specialist 2 (Evenings)

Columbia Technology Partners • Annapolis Junction, MD

28d • Onsite

About The Position

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused support team. In this role, you'll serve as a trusted resource for customers, providing Tier 1 and Tier 2 technical support and helping resolve issues that directly impact daily operations. Success in this position requires strong communication skills, a customer-first mindset, and the ability to troubleshoot problems efficiently while delivering an exceptional support experience. If you enjoy helping people, solving technical challenges, and working in a collaborative environment where your contributions make a difference, we'd love to hear from you.

Requirements

• 3-7 years of experience in a Help Desk, Service Desk, Customer Support, or IT Support environment.
• Active CompTIA Security+ CE certification.
• Strong customer service, communication, and problem-solving skills with the ability to remain effective in a high-volume environment.
• Experience prioritizing multiple tasks and managing competing demands while maintaining attention to detail.
• Ability to communicate effectively with a diverse customer base, including individuals for whom English may be a second language.
• Availability to work weekends and holidays as required to support operational needs.
• Ability to work the assigned 1500-2300 (Tuesday-Saturday) shift.
• U.S. Citizenship is required for all applicants.
• Employment is contingent upon successful completion of a security background investigation and polygraph.
• Active Security Clearance with appropriate Polygraph.

Responsibilities

• Serve as the first point of contact for customer support requests, providing Tier 1 Service Desk and Tier 2 escalation support via phone, email, and chat.
• Troubleshoot and resolve a wide range of user, system, and application issues while delivering a high level of customer service.
• Record, categorize, prioritize, and track incidents and service requests through completion.
• Keep customers informed through timely updates, follow-ups, and clear communication regarding tickets, outages, and service improvements.
• Utilize established Standard Operating Procedures (SOPs) and knowledge resources to efficiently diagnose and resolve technical issues.
• Support ongoing IT operations, including monitoring and issue resolution across workstation, server, storage, and network environments.
• Collaborate with team members, stakeholders, and management to ensure effective issue escalation and resolution.
• Contribute to process improvement initiatives and participate in meetings that enhance Help Desk operations and customer support services.

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