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Customer Svc. Representative L2 MD Weekend Shift

Annapolis Junction, MD · Information Technology
Customer Service Representative L2 MD Weekend Shift
CCC: CSR2 MD Weekend
Annapolis Junction, MD

Job Summary:
IT Veterans is seeking a highly motivated Customer Service Representative to r
esolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. You must have an active TS/SCI clearance with a CI Poly. 

  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
  • May route calls to product line specialists, application, or system support specialists.
  • Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Essential Job Functions
  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
  • Provides polite and customer friendly service support for problem resolution
  • Attempts to resolve as many incidents as possible during the first contact, or at Tier 1.
  • Efficiently escalates incidents to higher Tier II or Tier III when required
  • Documents incident status and solutions in incident database tools
  • Possesses current working knowledge of computers, printers, laptops and common windows applications
  • Works through various types of Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Schedule

Required Qualifications:
  • TS/SCI clearance with a CI Poly.
  • High School Diploma/GED + relevant experience: 3 years
  • Associates Degree + relevant experience: 1 year
  • Bachelors Degree + relevant experience: 0 years
  • Must have and maintain a DoD 8570 approved IAT II level certification – must have prior to interview
  • Must have and maintain an A+, HDI, ITIL Foundation OR Microsoft 365 certification -within 120 days of start date.

Schedule: Choice of Weekend Shift
  • Saturday and Sunday - DAY Shift:  6am – 6pm
  • Saturday and Sunday - MID Shift:  6pm – 6am

At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success.

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