Customer Support Specialist

Job Summary:

As a Customer Support Specialist, you will deliver helpdesk, system, and network operations support within a 24/7 Network Operations Center. In this role, you will monitor system performance, perform Tier I and Tier II diagnostics, and escalate operational issues as needed. You will handle triage, gather critical information for support teams, and coordinate communications to resolve incidents efficiently. Responsibilities include supporting both hardware and applications using standard and custom tools to identify and implement solutions for system and client issues.

Job Duties:

• Follow and apply all MCSC Standard Operating Procedures (SOPs) along with site‑specific policies and guidelines.
• • Support field personnel by troubleshooting platform and network issues.
• • Document every helpdesk interaction in an MCSC Trouble Ticket within the MCSC Website, capturing the issue reported, the reporting individual, unit information, location, and a full history of actions taken.
• • Continuously monitor network capabilities, performance, and functionality using PM Mission Command tools, diagnostic systems, platform data, and any additional provided sources. Create trouble tickets for all observed issues.
• • Maintain and oversee local hardware and equipment; report any malfunctions to the NOC Site Lead and Shift Leads.
• • Complete and save electronic data log entries daily, or create a paper log entry when electronic logs are unavailable.
• • Escalate issues that cannot be resolved to the appropriate personnel and perform routine system checks across supported systems.
• • Receive and respond to customer inquiries through NIPR/SIPR email, VOIP/SVoIP voice communication, chat, and system messaging.
• • Verify that users are trusted within the MCSC environment and provide guidance on establishing trusted-user status when necessary.
• • Collect and assess all relevant information related to reported issues and enter these details into the appropriate trouble‑ticketing system.
• • Provide customers with basic troubleshooting steps to assist in resolving their issues.
• • Escalate unresolved or advanced issues to higher‑tier support and ensure timely notifications are delivered to management.

Required Qualifications:

• U.S. citizenship required.
• Ability to obtain/retain a Secret Clearance.
• Sec+ certification or higher preferred, though not mandatory.
• Minimum of 2 years of experience in a helpdesk or network operations center environment.
• Ability to work any of the three available shifts, including major holidays.
• Basic understanding of Windows operating system concepts and functionality, as well as proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Strong ability to follow established policies and procedures.

Preferred Qualifications & Skills:

• Able to communicate effectively and consistently follow established processes and procedures.
• Associates degree preferred but not required.

Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of 43,500K-46K Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

We are an Equal Opportunity/Affirmative Action 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, or membership in any other group protected by federal, state, or local laws.