Markesman Group · 1 day ago
Customer Support Specialist
Sterling, VA
Full-time
Hybrid
Entry Level
$67K/yr - $70K/yr
1+ years expMarkesman Group is seeking a Customer Support Specialist (CSS) to join their team supporting the Department of State. The CSS will provide superior customer service and Tier I support for the CA IT infrastructure environment, working closely with various stakeholders to ensure timely incident resolution and performance monitoring.
Cyber SecurityInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue)
Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information)
Resolve issues using Knowledgebase articles. Contribute to new Knowledgebase articles by providing documentation for new solutions to issues
Comply with all government policies, procedures, and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs
Attend Shift Turnover meetings at the beginning and end of each shift, providing ticket data for the end of shift meeting
Maintain communication with the government customer and other support team inquiries
Disseminate policy and SOP changes to shift team members
Monitor the ticketing system (ServiceNow) dashboards to track tickets pending assignment, impact assessment, a response back to the caller, and aged tickets pending updates
Draft and send scheduled deliverables at the end of the shift
Be familiar with all Service Desk roles and responsibilities to back up colleagues when necessary
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above
Qualification
Required
U.S. citizenship and active SECRET Government Security Clearance
1 to 3 years of help desk/service desk experience
Ability to document ticketing information accurately with minimal errors and/or rework
Must be able to work on site
Preferred
Comp TIA A+ Certification
ITILv3 or ITILv4 Foundation Certification
Microsoft IT Support Certification or HDI SCR
Experience using Remedy or ServiceNow CRM
Experience supporting the Department of State IT environment
Company
Markesman Group
Markesman Group offers enterprise IT, software, cyber security, and intelligence solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Markes
Chief Executive Officer
Alex Wang
Chief Operating Officer, Co-Founder
Company data provided by crunchbase