Customer Support Specialist (Day Shift)

Description:

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution. Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues. Enter and track tickets for the requesting organization. Responsible for attending meetings that affect Help Desk Process and Procedures. Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status. Solve problems using documented Standard Operating Procedures (SOP)Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc. Provides support for the escalation and communication of status to agency management and global customers.

Qualifications:

• 0-5 years of experience
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service skills and the ability to work in a team-oriented, collaborative environment. Be sensitive to unique dialects as our customers may speak English as a second language.
• Availability to work weekends and holidays. Monday - Friday 7AM-3PM

Requirements:

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
  • DOD 8570 Certification

This position requires an active Security Clearance with appropriate Polygraph.

About us:

Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.

At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.

That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.

Salary Range Transparency

At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.

How We Determine Salary Ranges

Our salary ranges are based on the following key factors:

• Job Role and Responsibilities: The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
• Market Research and Industry Benchmarks: We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
• Experience and Qualifications: An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
• Location: Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards.
• Company Performance: Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team.

Really good benefits, for really GREAT people:

From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; lets get where you're going, together.

Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.

Vision Dental: Both free to you paid in full by CTP.

Retirement: 401k - 6% company contribution

PTO Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement Military Leave provided.

Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.

Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.

Profit Sharing Bonus: End of year cash gets added to your bottom-line.

Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!