STAC Technician - First Shift
About The Position
The STAC Technician supports the U.S. Department of State as a Security Technology Assistance Center call center technician. The role provides customer service by telephone, email, and other electronic means, responding to inquiries and resolving routine issues. The position is onsite in Sterling, Virginia, with a scheduled shift Tuesday through Saturday from 6:00 a.m. to 2:30 p.m. Because the center serves customers globally, the technician must be willing and able to work shifts that may include nights, holidays, and weekends. The technician handles Tier I/II requests, seeking to resolve them on first contact and escalating to Tier III when needed. The role also involves tracking requests and orders in computer systems, supporting logistical, order, systematic, and technical needs, maintaining accurate data, and assisting with reporting, documentation, proofreading, and process improvements. The work takes place in an office under a Secure Floor Policy that restricts personal belongings and electronic devices to reduce the risk of unauthorized disclosure. Some physical effort handling light materials, boxes, or equipment may be required.
Requirements
- At least 2 years of related experience.
- U.S. citizenship required.
- Bachelor’s degree in a related discipline, or an equivalent combination of education, professional training, or work/military experience.
- Microsoft Office proficiency required.
- Well organized and extremely detail oriented.
- Strong customer service and problem-solving skills.
- Ability to prioritize and complete tasks to meet contract standards.
- Must be willing and able to work shifts that may include nights, holidays, and weekends.
- Active Secret clearance is preferred; ability to obtain Top Secret clearance is also noted.
Nice To Haves
- Customer service experience preferred but not required.
- Logistics experience preferred but not required.
- Maximo/CMMS proficiency preferred but not required.
- Active Secret clearance preferred, with ability to obtain Top Secret clearance.
Responsibilities
- Provide customer support by telephone, email, and other electronic means, responding to inquiries and resolving routine issues.
- Attempt to resolve requests at the Tier I/II level on first contact using critical thinking, and escalate requests to Tier III when required.
- Respond courteously and professionally to escalated, high-priority, or supervisor calls.
- Complete program and department tasks and goals with attention to productivity, quality, and timeliness.
- Coordinate frequently with Customer Service Managers, Call Center Supervisors, Lead Specialists, contractors, and government personnel supporting the program.
- Prioritize and complete tasks to meet contract standards.
- Assist with information reporting and development as needed.
- Proofread documents for grammatical correctness and adherence to standards and format.
- Provide input on process improvements.
- Maintain current knowledge of relevant technologies as assigned.
- Evaluate orders and update systems with accurate data.
- Use computer systems to track and respond to requests and enter orders.
- Support customers with logistical, order, systematic, and technical requests and concerns.
Benefits
- 401(k) with company match.
- Medical plan options, including plans with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Paid education and certifications.
- Professional growth opportunities.
- Paid vacation and holidays.
- Paid time off plans that may include sick and personal time.
- Paid parental leave.
- Military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life insurance.
- Accidental death and dismemberment coverage.
- Personal accident, critical illness, and business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
