IT Support Customer Service Technician (Entry-Level)

J-Mack Technologies

1d • $33,500 - $33,500 • Remote

About The Position

J-Mack Technologies is seeking entry-level Customer Service Technicians to respond to technical issues escalated by customers. The role serves as a liaison among operations, the client, and Engineering/Development. Technicians respond to end-user requests using existing manuals and scripted responses, interact effectively with customers, and refer ongoing issues to the appropriate engineering support team. The position supports software solutions for a government organization serving United States Veterans and their families.

Candidates must be available for extended core-hours support: Monday through Saturday, 6:00 AM–10:00 PM ET, and Sunday, 6:00 AM–3:00 PM ET, excluding holidays. The role is fully remote and full-time.

Requirements

• Experience with problem solving, debugging, and providing solutions to technical issues.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative, agile environment.
• Self-motivation and the ability to manage multi-discipline triage calls.
• Experience documenting and clearly communicating workarounds and solutions.
• Ability to manage time and prioritize tasks effectively.
• Ability to communicate effectively with managers and customers.
• Ability to pass a U.S. Government Public Trust Security Clearance.
• High school diploma or GED.
• Availability for extended core-hours support: Monday–Saturday, 6:00 AM–10:00 PM ET, and Sunday, 6:00 AM–3:00 PM ET, excluding holidays.

Nice To Haves

• Prior experience with federal or VA.gov digital services.
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, and Jira.

Responsibilities

• Respond to technical issues escalated by customers.
• Act as a liaison between operations, the client, and Engineering/Development.
• Respond to end-user requests for assistance using existing manuals and scripted responses.
• Interact effectively with customers.
• Refer ongoing issues to the appropriate engineering support team.
• Document and communicate workarounds and solutions clearly.
• Manage and prioritize tasks and participate in multi-discipline triage calls.

Benefits

• Medical, dental, and vision insurance; J-Mack covers 80% of employee premiums and 50% of dependent premiums.
• Basic life, short-term disability, and long-term disability coverage; J-Mack covers 100% of the costs.
• 401(k) Safe Harbor Plan with full vesting and a 4% company match.
• Paid time off: 120 hours annually, increasing to 160 hours after 5 years.
• 11 paid holidays.
• Charity matching of employee donations up to $250 annually, plus company donations of a percentage of profits to charities each year.
• Opportunity to shape standards and practices at the program level.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED