"Alerted.org

Jovian Concepts, Inc is looking to hire a Customer Support Specialist 2 for a great opportunity in the Annapolis Junction, MD area.

A current and active TS/SCI Clearance with a MD Polygraph required. No CCA's will be accepted at this time.

+ 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

Requirements

Qualifications:

+ A current and active TS/SCI Clearance with a MD Polygraph required. No CCA's will be accepted at this time.

+ Current Security+ CE certification.

+ 3 - 7 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, collabroative environmentBe sensitive to unique dialects as our customers may speak English as a second language.

+ Willing to work evening shift from 1500-2300 Tuesday - Saturday.