Job Information
COMSO, Inc Customer Support Specialist I (TS/SCI w/ Polygraph) in Fort Meade, Maryland
Customer Support Specialist I (TS/SCI w/ Polygraph)
Fort Meade, MD (http://maps.google.com/maps?q=Fort+Meade+MD+20755)
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 six years running by the Baltimore Sun Media Group.
SECURITY CLEARANCE IS REQUIRED: TS/SCI w/ POLYGRAPH BEFORE CONSIDERATION
Job Description:
AFTERNOON SHIFT (3PM-11PM, Tuesday - Saturday)
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
0-5 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.