Customer Support Specialist 3 (Shift)

Athenix Cyber & SIGINT is seeking a Customer Support Specialist 3 who is willing to evening shift from ******** Sunday through Thursday.

Job 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
Minimum Requirements:

Must have an active Security+ CE certification
Five (5) - Ten (10) years of experience in Help Desk/System Administration
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 ******** Sunday - Thursday
An active TS/SCI with Polygraph is required

Athenix Solutions Group, LLC and its companies Athenix Cyber and SIGINT, and Athenix Special Missions is an EEO/Affirmative action employer and is committed to hiring and retaining a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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