Customer Support Specialist 2

Customer Support Specialist 2

Location: Columbia, MD

Security Clearance Required: Security Clearance with appropriate Polygraph

Job Brief:

Tier 1 (Service Desk) and Tier 2 (Escalation) support

Job Description:

Are you ready to become a RealmOne WARRIOR!

RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work/life balance by investing in our employees and encouraging professional and personal growth. We do this by offering exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch security professionals.

Join us on this journey as we execute this new mission-critical contract providing Cybersecurity Expertise and Risk Management!

Your effort and expertise are crucial to the success and execution of this impactful mission that is critical in ensuring mission success through Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, Sharepoint Developers, Systems Engineers, Network Engineers, and IT Engineers by improving, protecting, and defending our Nation's Security.

This position includes Shift Work.

Tuesday to Saturday - 1500 to 2300

The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat
• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution
• Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues
• Enter and track tickets for the requesting organization
• Responsible for attending meetings that affect Help Desk Process and Procedures
• Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status
• Solve problems using documented Standard Operating Procedures (SOP)
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
• Provides support for the escalation and communication of status to agency management and global customers

Qualifications:

• 3+ years of experience
• Able to prioritize and execute tasks in a high-pressure environment
• Strong customer service skills and the ability to work in a team-oriented, collaborative environment.
• Be sensitive to unique dialects as our customers may speak English as a second language
• Availability to work weekends and holidays
• Availability for on-call duties and emergency response situations maintaining consistent high performance and reliability.
• Consistently provide support through shift transitions providing effective communication during shift changes.

Certifications Required:

• Security+

Position requires active Security Clearance with appropriate Polygraph

Pay Range: 124,000 - 169,000

RealmOne Benefits:

• Healthcare Coverage + Insurance: Medical: Three (3) rich healthcare options through CareFirst with 100% or majority company-paid premiums. Tax-advantaged health savings account available with generous employer contribution. Dental + Vision: 100% employer-paid for employees and family with buy-up option available.
• Retirement + Savings: 401K - 10% TOTAL CONTRIBUTION - 5% safe harbor - 5% annual profit share. Immediate vested, no match required!
• Paid Time Off + More: 4 weeks starting PTO - 11 federal holidays + 2 floating holidays - Paid hours for company-required training.
• Career Growth + Development: Access to FREE 24/7 learning via Udemy - Opportunities to participate in tech councils, industry initiatives, etc. - $7,500 annual Educational & Professional Development Assistance.
• MORE BENEFITS...FOR EVERY LIFESTYLE! - Paid parental leave - Adoption assistance - Annual swag drops - Flexible work schedules - -Generous referral bonus program - Employee appreciation + family-friendly corporate events...and much more.

About Us:

• RealmOne is a mid-sized science and technology company dedicated to solving our customers' toughest mission challenges.
• Headquartered in Columbia, MD., RealmOne supplies advanced cybersecurity, data science and software engineering services and products to customers in the Government and commercial sectors.
• RealmOne delivers encompassing mission assurance and critical systems support to government customers across various U.S. locations to include Colorado, Georgia, Hawaii, Texas, Utah, and Virginia.
• RealmOne has earned numerous awards, including being named a Top Workplace by the Baltimore Sun. With more than 30+ active contracts, 12 of which are prime, RealmOne stands as a premier innovator supporting the Government and Department of Defense, with team members located nationwide.

Disclaimer: Benefits packages offered by RealmOne are subject to variation and may differ based on work location, clearance level, and other eligibility criteria. Specific eligibility, availability, and scope of benefits are not guaranteed, may differ from those generally described, and remain subject to modification at the sole discretion of the company.