Associate, IT Customer Services - Greenville, TX

L3Harris Technologies - Greenville, TX

Full-time - Entry Level

Greenville, TX

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Associate, IT Customer Services role at L3Harris Technologies is a Level 1 IT Customer Support Specialist position focused on providing frontline support for customers in a 24/7 Network Operations Center (NOC). The role is essential for maintaining the stability and integrity of network services, ensuring seamless helpdesk operations, and delivering high-quality customer service. The position requires shift work, on-call responsibilities, and offers training opportunities during low activity periods.

Responsibilities

• Provide end user support for L3H employees and government customers during 24/7 operation hours.
• Serve as the first-level contact for customer issues by answering incoming calls to the helpdesk promptly.
• Accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
• Monitor and track specific program information using designated resources to ensure constant awareness of status.
• Monitor system resources for anomalies or irregularities and take appropriate action as required.
• Perform incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary.
• Manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Collaborate with other IT team members to ensure a cohesive support experience for all users.
• Participate in ongoing training and development to stay current with system information, changes, and updates.

Requirements

• Active clearance or previously held clearance; must have the ability to obtain a Secret clearance within 6 months.
• Bachelor's Degree with 0 to 2 years of prior related experience, or a minimum of 4 years of prior related experience in lieu of a degree.
• Proven experience in a helpdesk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a team environment and independently.
• Flexibility to work in shifts for 24/7 helpdesk coverage.

Nice-to-haves

• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Remedy).
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.

Benefits

• Opportunities for training and professional development during low activity periods.