What are the responsibilities and job description for the Customer Support Specialist II (TS/SCI w/ Polygraph) position at COMSO Inc?
Description
COMSO, Inc. is a powerhouse when it comes to empowering federal government stakeholders to fulfill their mission with confidence and efficiency. Our staff brings knowledgeable IT systems expertise, software development proficiency, innovative learning solutions for workforce development, and exceptional operations and production support. We were founded in 1988, and remain a recognized woman owned small business, operating in several states including Maryland, Georgia, Hawaii, Texas, and Alaska. We are honored to be recognized as a Top Workplace for seven years running by the Baltimore Sun Media Group.
**SECURITY CLEARANCE IS REQUIRED: TS/SCI w/ POLYGRAPH BEFORE CONSIDERATION**
Job Description:
Must be able to work Tuesday - Saturday, 3PM-11PM. Training will take place during the day shift - this cannot be a second job
- 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 customers 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 of the client/server/storage/network devices, etc.
- Provides support for the escalation and communication of status to agency management and global customers
Required:
- Candidate must be able to work Tuesday - Saturday, 3PM-11PM. Training will take place during the day shift - this cannot be a second job.
- 3-7 years years of experience
- The candidate must have a Security CE certification
- 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
- TS/SCI w/ POLYGRAPH REQUIRED BEFORE CONSIDERATION
Benefits:
- 100% company-paid Medical deductible w/ low premiums, Dental, Vision
- Flexible Spending Account (FSA)
- Short-term & Long-term Disability
- 401K: 6% dollar-for-dollar match (vested immediately)
- Parental Leave (same amount of time for mother & father)
- Paid Time Off
- 11 Federal Holidays
- Birthday Holiday
- 2-week fully paid Sabbatical every 5 years
- Emergency Facility Closure Days
COMSO, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.
