Tier 1 Call Center Agent

Tier 1 Call Center Agent

Silotech Group is seeking a Tier 1 Call Center Agent to join our high-impact team supporting the Air Force's Joint Cyber Command and Control (JCC2) program. This on-site role is essential to our mission of providing timely, effective, and courteous technical support across unclassified and classified network environments. The successful candidate will be the first point of contact for end users, handling inquiries via phone, email, and chat, and resolving or escalating issues using the government's ServiceNow ITSM platform.

Location: San Antonio, TX (100% onsite)

Clearance Requirements: Active TS/SCI clearance is required.

Essential Roles and Responsibilities: As a Tier 1 Call Center Agent, you will provide direct end-user support for technical and access issues, ensuring a high standard of customer service and prompt problem resolution. Responsibilities include:

• User Support & Issue Resolution: Handle inbound and outbound calls, emails, and chat support. Identify customer issues, provide first-contact resolution where possible, and escalate unresolved incidents in accordance with documented procedures.
• Knowledge Base Use: Leverage knowledge articles and the Tier 0 self-service portal to assist users efficiently. Collaborate with other tiers to maintain and improve the knowledge base.
• ServiceNow Ticketing: Log, manage, and close tickets accurately in the ServiceNow ITSM system. Ensure that each interaction is documented for historical and reporting purposes.
• Escalation and Coordination: Assess the complexity of issues, route tickets to Tier 2 or higher as needed, and provide all necessary context to ensure seamless resolution.
• Daily Operations Monitoring: Participate in daily status checks of applications and system availability across all enclaves (NIPR, SIPR, JWICS).
• Outage Response: Participate in the recall schedule and support after-hours outages as required by program standards.
• Collaboration: Work closely with infrastructure teams, application developers, cybersecurity staff, and government leads to ensure user satisfaction and system performance.

Qualifications:

• Education: Associate degree in a relevant technical field or at least 2 years of experience in a technical help desk or IT support role.
• Experience: Familiarity with IT Service Management tools such as ServiceNow, Jira Service Management, or BMC Remedy. Basic understanding of general networking concepts, user account management, and common enterprise software.
• Certifications: IAT Level I Certification required (e.g., A+ CE, Network+ CE, or equivalent). Must comply with DoD 8570.01-M for Information Assurance positions.

Preferred Skills:

• Strong attention to detail and problem-solving abilities.
• Excellent technical documentation skills.
• Ability to work effectively within Agile development environments.

Other Skills:

• Strong analytical and communication skills.
• Commitment to delivering high-quality results on schedule.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.