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*Active Secret (or higher) Clearance is required*
Job Description
Serve as the Tier 2 point of contact for escalated support requests, handling customer interactions via phone, chat, email, and ticketing systems. Create, modify, route, and escalate incidents while translating user issues into actionable information for troubleshooting. Monitor shared mailboxes, maintain shift logs, and ensure accurate communication across shifts. Provide follow-up, reporting as needed, and maintain professional customer interactions while adhering to documented procedures.
Requirements
- High school diploma with 2+ years of technical help desk experience or associate’s/bachelor’s degree with 1+ year of technical help desk experience
- Active Secret clearance
- Strong verbal communication, active listening, and customer service skills
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