Customer Support Center Specialist
Location: 100% Onsite - NMCP Portsmouth, VA
Position Overview: The CSC Specialist serves as the first point of contact for military and civilians checking in or out of the Command. They will provide walk up and telephone support to a 10,000-person user community employing computer systems and networks. The CSC Specialist will be available for NMCP users Monday - Friday, 7am - 4pm, and on-call Friday beginning at 4pm - Monday at 7am. The CSC Specialist is responsible for directing customers to correct POC's, providing guidance on account creation, assigning laptops/desktops, and general support questions.
CSC Specialist will manage incoming calls, and in person requests for assistance by logging issues and requests using the ServiceNow tool. During on-call hours, the CSC Specialist will escalate issues as needed to Tier 2 or Tier 3 support teams.
Responsibilities: - Provide support for Command Check-ins and Check-outs
- Provide first point of contact support to walk-up customers documenting requests for assistances and support via trouble tickets utilizing ServiceNow
- Resolve ServiceNow tickets assigned to the Customer Support Center (CSC) from the DHA Help Desk
- Resolve issues with blocked CACs during normal working hours
- Provide technical support for DOD365 Outlook log-on and configuration issues
- Provide technical support for users requesting data transfer from H: drive to CDRW
- Maintain the IMD Asset Management & Inventory Database
- Configure and distribute VPN laptops to support NMCP users approved to telework
- Replace desktop computers with VPN laptops and docking stations
- After hours and weekends on-call support for DHA Help Desk
- Assist with all NMCP Refresh projects as scheduled
- Assemble and distribute monitors in response to request through ServiceNow
- Provide weekly ServiceNow reports to IMD Leadership which report on number of tickets created and resolved for NMCP, and comparable MTFs
- Other duties as assigned
Specialized experience includes: - Customer service
- Help Desk Support
- PC operating systems
- Electronic mail
- Proficient use of ServiceNow or other ticket tracking system in the recording and tracking of user support, calls, and tickets.
Requirements: - 5+ Years of general IT experience; of which at least three must be specialized. The three years of specialized experience must be in at least one or more of the areas listed below.
- An IAT II Certification is Required to Start
- A NACLC/Public Trust is Required to Start.
Company Description Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.
Benefits Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
EEO Statement Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.
All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.
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This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.
