Customer Support Specialist 2

Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders. Key Responsibilities Serve as first point of contact for Tier 1 support and assist with Tier 2 escalations for user and system issues. Deliver high‑quality customer service to ensure users receive responsive and effective IT support. Record, categorize, prioritize, track, and resolve incidents and service requests in the ticketing system. Troubleshoot and resolve issues using documented Standard Operating Procedures (SOPs). Support daily operations, monitoring, and problem resolution for client/server, storage, and network devices. Communicate ticket updates, system changes, service improvements, and outages to users and stakeholders. Participate in meetings related to help desk processes, procedures, and service improvements. Escalate issues as needed and provide status updates to agency management and global customers. Qualifications 3‑7 years of experience in an IT support or service desk environment. Ability to prioritize and execute tasks effectively in a fast‑paced, high‑pressure environment. Strong customer service and communication skills; ability to collaborate in a team‑oriented environment and work with users for whom English may be a second language. Availability to work evenings, weekends, and holidays; willingness to work Tuesday‑Saturday, 1500‑2300 shift, with initial training Monday‑Friday, 0700‑1500 for the first 4‑6 weeks. Requirements U.S. Citizenship is required for all applicants. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph. Certification Requirements: DOD 8570 Certification. This position requires an active Security Clearance with appropriate Polygraph. Benefits Medical: 3 superior plans with in‑network and out‑of‑network options. Vision + Dental: Both free to employees and paid in full by the company. Retirement: 401(k) with 6% company contribution. PTO + Leave: Paid time off with customizable leave plans, including Jury Duty, Bereavement, Military Leave. Career Growth: Up to $10,000 awarded for approved career‑related learning, training, and education. Life and AD&D Insurance; Short‑Term & Long‑Term Disability at zero cost to employees. Profit Sharing Bonus: End‑of‑year cash added to your bottom‑line. Referral Bonus Program: Tiered program with incentives ranging from $7,000‑$20,000 per successful referral. Salary Range Transparency Salary ranges are based on job role and responsibilities, market research, experience and qualifications, location, and company performance. Our commitment to transparency ensures fair and competitive compensation practices. Equal Opportunity Employer Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other protected group. Our EEO policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors. #J-18808-Ljbffr Columbia Technology Partners