Customer Support Specialist 1 with Security Clearance

Customer Support Specialist Shift Work: Tuesday – Saturday, 0700-1500. Responsibilities Provide first‑contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via telephone, email and chat. Provide high‑level customer service and support to ensure each customer feels their issue is being addressed. Record, categorize, prioritize and respond to basic user and system issues; resolve more complex issues as needed. Enter and track tickets for the requesting organization. Attend meetings that affect Help Desk processes and procedures. Communicate ticket follow‑ups, system updates, improvements and outages to customers to keep them well informed. Solve problems using documented Standard Operating Procedures (SOP). Support IT systems, including day‑to‑day operations, monitoring and problem resolution for client/server/storage/network devices. Escalate issues and communicate status to agency management and global customers. Qualifications 0–5 years of experience in a similar role. Ability to prioritize and execute tasks in a high‑pressure environment. Strong customer service skills and a collaborative, team‑oriented attitude. Sensitivity to unique dialects; ability to work with English as a second‑language customers. Availability to work weekends and holidays. Willingness to work overnight shifts from 2300‑0700 (Sun‑Thu/Tues‑Sat/Mon‑Fri). Active Security Clearance with appropriate polygraph (required). Certifications Security+ certification. #J-18808-Ljbffr RealmOne