Customer Support Specialist 1

We're searching for talented individuals who provide intelligence, statistical analysis and programming expertise for the Government. This opportunity supports an Enterprise IT contract with a team of 60+ engineers responsible for the architecture, engineering, integration, operations, maintenance, and sustainment of a world-wide multi-level / multiple classification Enterprise IT environment enabling collaboration between the US and Foreign parties. If you are ready to support a high-performing team that truly makes a difference, then come join us!

This position includes Shift Work.

Job Description:

The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will 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.

The Level 1 Customer Support Specialist shall possess the following capabilities:

• 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 customer 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 the client/server/storage/network devices, etc.
• Provides support for the escalation and communication of status to agency management and global customers

Certifications Required:

• Security+

Qualifications:

• 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

Position requires active Security Clearance with appropriate Polygraph

About Us
RealmOne is a mid-sized science and technology company dedicated to solving our customers' toughest mission challenges.

Headquartered in Columbia, MD., RealmOne supplies advanced cybersecurity, data science and software engineering services and products to customers in the Government and commercial sectors.

RealmOne has won numerous awards, to include Top Workplaces by the Baltimore Sun. Across more than 20 prime contracts, RealmOne is a premiere innovator for the Government and Department of Defense, and our team is located across the United States.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.