Customer Support Specialist

$65,000 - $85,000/Yr

Markesman Group - Sterling, VA

Full-time - Entry Level

Remote - Sterling, VA

Professional, Scientific, and Technical Services

About the position

The Customer Support Specialist (CSS) at Markesman Group will provide Tier I support for the Department of State's Bureau of Consular Affairs Enterprise Infrastructure Operations Program. This role involves troubleshooting IT issues, managing customer requests, and ensuring superior customer service within a hybrid work environment after completing a training program.

Responsibilities

• Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues via multiple support channels.
• Make outbound service calls to customers for follow-ups and status updates.
• Resolve issues using Knowledgebase articles and contribute to new articles for documentation.
• Comply with government policies and procedures for ticket escalation and resolution.
• Attend Shift Turnover meetings and provide ticket data for end-of-shift reporting.
• Maintain communication with the government customer and support team inquiries.
• Monitor the ticketing system dashboards to track ticket status and updates.
• Draft and send scheduled deliverables at the end of the shift.
• Familiarize with all Service Desk roles to back up colleagues when necessary.
• Demonstrate flexibility by performing additional tasks as needed.

Requirements

• 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.
• Must be able to work on site.

Nice-to-haves

• CompTIA 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.

Benefits

• Hybrid work environment after training program completion
• Competitive salary range of $65,000 - $85,000 per year
• Opportunity for professional development and training.