IT Call Center Team Member - San Antonio, TX - TS/SCI Full Scope Polygraph

Supporting the Federal Government, contractors and subcontractors by delivering the industry’s best cleared talent and staffing resources. Added - 06/09/26 IT Call Center Team Member - San Antonio, TX - TS/SCI Full Scope Polygraph Information Technology San Antonio , Texas | Direct Hire Position Overview IT Call Center Team Member needed for an opportunity with SOC’s client to work in San Antonio, TX. Clearance required: TS/SCI with Full Scope Polygraph Work Shift: Weekend Nights – Friday through Monday (Fri. & Mon. are 6pm-3am; Sat. & Sun. are 6pm-6am) Responsibilities Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups. Integrate technical knowledge and business understanding to create solutions for customer. Mentor/consult with team members, other organizations, customers, and vendors on complex issues. Act as a consultant in service delivery business, technology, industry or specific application. Resolve technical and some business incidents independently. Mentor/assist less-experienced team members on complex incidents. Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends. Review support plan for business indicators and map to company service solutions. Develop and grow assigned customer account relationships with complex and strategic accounts. Act as trusted advisor in the consultant role for customer and company sales teams. Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions. Provide suggestions for operational efficiencies. Create and deliver Value Based Delivery (VBD) account plans for assigned accounts. Lead Customer Expectation management as part of escalation process. Give inputs to operational methods and programs that may affect the business management strategy in a geographic area. Knowledge and Skills Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation. Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting. Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting). Ability to operate within and follow strict protocols in air-gapped and secure network environments. Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously. Strong attention to detail with the ability to accurately document technical information and customer interactions. Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices. Excellent verbal and written communication skills with a professional phone presence. Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment. Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions. Ability to work independently as well as collaboratively within a team-oriented operations environment. Education and Experience Required Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired. Employment Pre-requisites The following requirements must be met to be eligible for this position: Successful completion of a background investigation, and drug urinalysis. SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability. Estimated Min Rate : $87,500.00 Estimated Max Rate : $104,000.00 #J-18808-Ljbffr SOC LLC