Customer Support Specialist - Technical

Customer Support Specialist – Technical

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 and/or rework
Ability to work independently, achieve productivity goals, and manage one’s time
Strong written and verbal communication skills
Attention to detail and a can-do attitude
Must be able to work on site

Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue)
Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information)
Resolve issues using Knowledgebase articles. Contribute to new Knowledgebase articles by providing documentation for new solutions to issues
Comply with all government policies, procedures, and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs
Attend Shift Turnover meetings at the beginning and end of each shift, providing ticket data for the end-of-shift meeting
Maintain communication with the government customer and other support team members
Disseminate policy and SOP changes to shift team members
Monitor the ticketing system (ServiceNow) dashboards to track tickets pending assignment, impact assessment, a response back to the caller, and aged tickets pending updates
Draft and send scheduled deliverables at the end of the shift
Be familiar with all Service Desk roles and responsibilities to back up colleagues when necessary
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above