Customer Support Specialist

$65,000 - $85,000/Yr

Markesman Group - Sterling, VA

posted about 1 month ago

Full-time - Entry Level
Remote - Sterling, VA
Professional, Scientific, and Technical Services

About the position

The Customer Support Specialist (CSS) at Markesman Group will provide Tier I support for the Department of State's Bureau of Consular Affairs Enterprise Infrastructure Operations Program. This role involves troubleshooting IT issues, managing customer requests, and ensuring superior customer service within a hybrid work environment after completing a training program.

Responsibilities

  • Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues via multiple support channels.
  • Make outbound service calls to customers for follow-ups and status updates.
  • Resolve issues using Knowledgebase articles and contribute to new articles for documentation.
  • Comply with government policies and procedures for ticket escalation and resolution.
  • Attend Shift Turnover meetings and provide ticket data for end-of-shift reporting.
  • Maintain communication with the government customer and support team inquiries.
  • Monitor the ticketing system dashboards to track ticket status and updates.
  • Draft and send scheduled deliverables at the end of the shift.
  • Familiarize with all Service Desk roles to back up colleagues when necessary.
  • Demonstrate flexibility by performing additional tasks as needed.

Requirements

  • U.S. citizenship and active SECRET Government Security Clearance.
  • 1 to 3 years of help desk/service desk experience.
  • Ability to document ticketing information accurately with minimal errors.
  • Must be able to work on site.

Nice-to-haves

  • CompTIA A+ Certification
  • ITILv3 or ITILv4 Foundation Certification
  • Microsoft IT Support Certification or HDI SCR
  • Experience using Remedy or ServiceNow
  • CRM Experience supporting the Department of State IT environment.

Benefits

  • Hybrid work environment after training program completion
  • Competitive salary range of $65,000 - $85,000 per year
  • Opportunity for professional development and training.
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