Job Summary
Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply advanced consulting skills and extensive technical expertise, including full industry knowledge. Develop innovative solutions to complex problems. Work without considerable direction, and mentor and supervise team members.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 2 years
Job Description/Requirements
Nice To Have:
- 2+ years of experience in a customer service support role troubleshooting, triaging and resolving issues
- Experience identifying, tracking, monitoring and prioritizing requests from system end users and stakeholdersÂ
- Experience applying call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking and escalation, and CRM applications
- Experience with common Help Desk platforms, including ServiceNow
- Experience with Microsoft Office Suite
- Ability to manage multiple simultaneous tasks to completion
- Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirementsÂ
- Bachelor’s degreeÂ
Additional Qualifications:Â
2+ years of experience supporting the CDC or other government organizations
Experience analyzing call center and ticketing system reports to design response handling strategies
Experience installing, configuring, testing, and maintaining hardware and software
Experience serving as a liaison to OCIO Cybersecurity Program Office and IT Operations teams, including users, equipment, servers, workstations, and software, for supporting IT projects
Knowledge of cloud environments, including AWS or Azure
Knowledge of leveraging industry Best Practices and Standards and existing OCIO IT Customer Support and Customer Security Incident Response Team operations
Master's degree
CompTIA Certification, including A+, Network+, or Security+ Certification
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