(U865A) Customer Support Specialist (Technical) will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally. Responsibilities As a Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs. Here are some of the primary responsibilities you will have as a Customer Support Specialist:
Provide remote phone, email and chat troubleshooting support for application, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets).
Make outbound service calls to customers.
Record all information accurately in the CRM ticketing tool.
Resolve issues using the Knowledgebase.
Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
Work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
Collaborate with Customer Support team colleagues and other members of the CAEIO team.
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.
Core Work Schedule: Second and weekend: 3:00 PM ET -11:30 PM ET (Flexible), Sunday - Thursday.
Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166
This position is hybrid after the CSS completes training onsite in Sterling, VA. After completing training, the CSS is expected to work onsite up to two days per week and may, with manager approval, work remotely the other days. The number of days the CSS works onsite is subject to change based on program requirements (for example, when surge support is required).
QUALIFICATIONS Basic Qualifications 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 and/or rework.
Ability to work independently, achieve productivity goals, and manage one's time.
Strong written and verbal communication skills.
Attention to detail and a can-do attitude.
Must be able to work on site.
Desired Qualifications Comp TIA 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.
Education and Experience: High school diploma (or equivalent) and 6 years of experience; Bachelor's degree and 2-4 years of experience; Master's degree and 0-2 years of experience.
Target Rate Range $40-$50/hr – The actual rate will be determined based on experience and other factors.
