Role OverviewSupports front-line assistance for users under the guidance of senior support staff. Helps document user issues, follow troubleshooting procedures, resolve common requests, and escalate more complex issues to the appropriate teams.
What You Will Do
Receive, document, and update user inquiries, incidents, service requests, and access-support tickets. Follow approved scripts, knowledge articles, runbooks, and escalation procedures to support users consistently.
Why It Might Be a Fit
Must be willing to work a hybrid schedule, pass a 7-year background check, and obtain/maintain a U.S. Government Clearance. Must have strong communication and presentation skills, ability to prioritize and self-start, and be adaptable/flexible as priorities shift.
Requirements
- Must be a U.S. Citizen
- Must be willing to work a HYBRID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required
- Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
- Strong communication and presentation skills
- Must be able to prioritize and self-start
- Must be adaptable/flexible as priorities shift
- Must be enthusiastic and have passion for learning and constant improvement
- Must be open to collaboration, feedback and client asks
- Must enjoy working with a vibrant team of outgoing personalities
- 1+ years of customer service, help desk, technical support, administrative support, or user-support experience
- Strong communication, customer-service, organization, and attention-to-detail skills
- Ability to follow procedures, document issues clearly, and escalate appropriately
- Basic familiarity with web applications, Microsoft Office, collaboration tools, or ticketing systems
- Willingness to learn technical support processes, federal program standards, and workflows
- High school diploma required; associate or bachelor's degree preferred
Benefits
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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