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Customer Support Specialist

Ft. Meade, MD · Information Technology
Description
  • 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​

Required Qualifications:
  • The candidate must have a Security+ CE certification
  • 5-10 years of experience
  • 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
  • Availability to work weekends and holidays. Willing to work evening shift from 1500-2300 Sunday - Thursday​



At CyberCore, we believe in taking care of our employees both inside and outside the workplace. Our comprehensive benefits package includes:
  • Health Insurance to ensure you and your family stay healthy and well.
  • Dental and Vision Insurance for preventive and routine care.
  • Basic Life Insurance and Disability Insurance to provide peace of mind for you and your loved ones.
  • Paid Holidays and Paid Time Off (PTO) to help you relax, recharge, and enjoy life.
  • Paid Parental Leave for new parents to focus on family.
  • Tuition Reimbursement to support your professional growth and education.
  • A 401(k) plan with a company match to help you plan for your future.

At CyberCore, we are committed to fostering a supportive and enriching environment where you can thrive both personally and professionally.

The salary range for this role is $87,000 - $127,000. This range is a good faith estimate that reflects various experience levels. At CyberCore, we consider multiple factors when determining compensation, including the specific role and its responsibilities, the candidate's professional experience, geographic location, education, and relevant skills. This range is not a guarantee of salary, as final compensation may also be influenced by contractual requirements and other considerations.


Equal Employment and Diversity
CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity.  It is CyberCore’s policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law. CyberCore will not tolerate unlawful discrimination and any such conduct is prohibited.  CyberCore is committed to ensuring that CyberCore’s workforce and volunteers reflect America’s diverse population.  CyberCore knows that such diversity will enrich the company with the talent, energy, perspective and inspiration we need to achieve our mission. 
 

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