What are the responsibilities and job description for the Customer Support Representative position at Isys Technologies?
Minimum Clearance Required: Secret Responsibilities:
I2X Technologies is seeking a Customer Support Representative to support ongoing activities for a customer in Fort Meade, Maryland. This position will be on-site and will require an active DoD Secret clearance.
Candidate must be able to be on site at Fort Meade. At a minimum, a Secret clearance is required upon the start of employment.
I2X Technologies is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected Veteran status, or disability status.
In compliance with Colorado’s Equal Pay for Equal Work Act, the annual base salary range for this position is listed . Please note that the salary information is a general guideline only. I2X Technologies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.
I2X Technologies is a reputable technology services company to the Federal Government. Whether the focus is on space exploration, national security, cyber security, or cutting-edge engineering applications, I2X is ready to offer you the chance to make a real-world impact in your field and for your country. We provide long-term growth and development. Headquartered in Colorado, I2X is engaged in programs across the country and in more than 20 states. Our programs support multiple Federal agencies, the Department of Defense and often focused on the space initiatives of our government customers.
I2X Technologies is seeking a Customer Support Representative to support ongoing activities for a customer in Fort Meade, Maryland. This position will be on-site and will require an active DoD Secret clearance.
Candidate must be able to be on site at Fort Meade. At a minimum, a Secret clearance is required upon the start of employment.
The Customer Support Representative is responsible for working within a fast paced, agile environment to support the onboarding and offboarding of employees, processing system access for employees, support ticket management for Authorized Service Interruptions (ASI) and scheduling of these ASIs, record management for the team, ITSM and Jira ticket management, OSS SIPR support, and assistance with SharePoint. This position will work directly with the management team to support and ensure tasks are accomplished in a timely manner. The Customer Support Representative will oversee all aspects of the onboarding process to ensure new hires gain proper system access in a timely manner and document the process for the JMT, Complex Tools, and potentially the greater Innovations team. The Customer Support Representative will incorporate goals and long-term strategic planning, as well as the individual tactical steps employed to help reach those project and team goals.
- On-boarding and Off-boarding: Skilled in coordinating, documenting and managing processes for employee lifecycle, including provisioning and deprovisioning access and equipment
- Securing System Access: Ensure employees properly gain the correct system access by reviewing and submitting required system access forms
- Securing System Removal Upon Termination: Ensure employee system access is removed to align with the termination date, update required termination paperwork, and notify the Government accordingly
- ASI Scheduling: Partner with scrum teams to scheduling and manage Authorized Service Interruptions (ASI) to ensure minimal operational disruptions
- Records Management: Proficient in maintaining accurate and secure records, ensuring compliance with organizational and regulatory requirements
- ITSM and Jira Ticket Management: Adept at managing, monitoring, and updating IT Service Management (ITSM) systems and tracking workflows through Jira for efficient issue resolution and project management
- SIPR Support: Experienced in supporting operations by working with teammates to obtain Secret Internet Protocol Router Network (SIPRNet) access and acts as the liaison with the development team should there be an issue with the SIPRNet
- SharePoint Updates: Capable of managing and updating SharePoint sites, including content organization and user permissions
- Collaborates with scrum teams, managers and stakeholders on a consistent basis
- Maintains excellent analysis, communication and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the team and/or customer.
- Leads and coach other team members on all facets of system access to be able to process everything quickly
- Assists in defining and designing processes to streamline project tasks and ensure management has the latest status information on a consistent basis
- Collaborates with colleagues to monitor and report technical and non-technical variances; facilitating resolution of issues that adversely impact successful product delivery.
- Quickly adapt to project and customer dynamic environment and adopt their processes and foster innovative ideas
- Asks questions & raise concerns as soon as possible without being prompted
- Employs exceptional problem-solving skills
Bachelor’s Degree with 4 – 8 years of relevant experience or a master’s with 2-6 years of prior relevant experience. Additional years of work experience in lieu of degree is acceptable.
- Experience in On-boarding and Off-boarding candidates and supporting system access
- Experience identifying and tracking related project task dependencies, risks & possible mitigations.
- Experience estimating level of effort (hrs./days/resources) to feed a projected project schedule.
- Experience working with a highly technical team and in a dynamic, fast-paced environment.
- Strong written and verbal communication skills are required to collaborate with teammates, management, and customer representatives
- Candidate to be able to work with strict deadlines.
- Ability to work well/collaborate with people from many different disciplines with varying degrees of technical experience.
- High attention to detail and accuracy.
- Ability to manage multiple tasks simultaneously.
- Excellent organizational and task management skills.
- Strong written and verbal communication skills.
- Possesses strong critical thinking by being able to quickly analyze issues and implementing solutions
- Exposure to ServiceNow applications like Telecommunication Management System (TSM), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc.
- Holds an active security certification that meets DOD 8570 IAT level II or higher, such as Security within 14 days of hire
- Possesses prior experience working with DISA projects and Government contracted resources
- Experience with JIRA, Git and Confluence.
- Understanding of ITIL foundation or ITIL certified.
- Familiarity with AWS
- Strong Microsoft Office suite software proficiency (i.e., Word, Excel, PowerPoint, Outlook)
- Experience with conflict resolution to be able to manage and resolve workplace issues diplomatically.
- Strong customer service and interpersonal skills to address client and employee concerns.Willingness to continually learn with a willingness to learn new tools, systems, and industry best practices.
US Citizenship is required.
Active DoD Secret Clearance is required.
I2X Technologies is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected Veteran status, or disability status.
In compliance with Colorado’s Equal Pay for Equal Work Act, the annual base salary range for this position is listed . Please note that the salary information is a general guideline only. I2X Technologies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.
While performing the duties of this job, the employee will regularly sit, walk, stand and climb stairs and steps. May require walking long distance from parking to work station. Occasionally, movement that requires twisting at the neck and/or trunk more than the average person, squatting/ stooping/kneeling, reaching above the head, and forward motion will be required. The employee will continuously be required to repeat the same hand, arm, or finger motion many times. Manual and finger dexterity are essential to this position. Specific vision abilities required by this job include close, distance, depth perception and telling differences among colors. The employee must be able to communicate through speech with clients and public. Hearing requirements include conversation in both quiet and noisy environments. Lifting may require floor to waist, waist to shoulder, or shoulder to overhead movement of up to 20 pounds. This position demands tolerance for various levels of mental stress.
I2X Technologies is an Engineering and Information Technology Company focused on providing Services to the Federal and State Government. I2X offers a competitive compensation program and comprehensive benefits package to our employees.
