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Customer Support Specialist (All Shifts)

Annapolis Junction, MD
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. 

This Enterprise architecture serves as a gateway for the deployment of new network, enterprise software, and SIGINT applications into a custom global collaboration environment. Cross domain security, user access controls and continuous monitoring are critical to the success of the program.

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 shifts are the following Sunday-Thursday, Monday-Friday and Tuesday-Saturday (0700-1500, 1500 – 2300, and 2300-0700).  Please note training hours will differ from final shift, must be flexible for the first 4-6 weeks.

  • Experience as a Systems Administrator or similar.
  • Current, active Security+ CE certification.
  • Ability 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.
  • Willingness to work overnight shift.

Additional responsibilities include:
  • Recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.
  • Entering and tracking tickets for the requesting organization.
  • Attending meetings that affect Help Desk Process and procedures.
  • Effectively communicating ticket follow-ups, system updates, improvements, and outages to the customers to ensure they are well informed of current status.
  • Solving problems using documented Standard Operating Procedures (SOP).
  • Providing support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, etc.
  • Providing support for the escalation and communication of status to agency management and global customers.

This position requires a current, active TS/SCI security clearance with appropriate polygraph.

INNOPLEX, LLC is a family-focused company that has been awarded numerous awards to include Top Ranked Benefits, Best Places to Work, and Best Government Contractor in Howard County! Established in 2005, we have over 120 employees with the majority having a rich military service history.  Our employees are mostly located in the surrounding areas of Columbia, MD and Aberdeen, MD. INNOPLEX, LLC is a mission-focused company with a wide range of expertise to include RF SIGINT Solutions, Wireless Protocol Processing, Cyber, and Mission Critical IT Operations.
INNOPLEX, LLC is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

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