Customer Support Specialist

Position: Customer Support Specialist 2

Description

Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.

Description

Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.



Key Responsibilities

• Serve as first point of contact for Tier 1 support and assist with Tier 2 escalations for user and system issues
• Deliver high-quality customer service to ensure users receive responsive and effective IT support
• Record, categorize, prioritize, track, and resolve incidents and service requests in the ticketing system
• Troubleshoot and resolve issues using documented Standard Operating Procedures (SOPs)
• Support daily operations, monitoring, and problem resolution for client/server, storage, and network devices
• Communicate ticket updates, system changes, service improvements, and outages to users and stakeholders
• Participate in meetings related to Help Desk processes, procedures, and service improvements
• Escalate issues as needed and provide status updates to agency management and global customers

Qualifications

• 3-7 years of experience in an IT support or service desk environment
• Ability to prioritize and execute tasks effectively in a fast-paced, high-pressure environment
• Strong customer service and communication skills; ability to collaborate in a team-oriented environment and work with users for whom English may be a second language
• Availability to work evenings, weekends, and holidays; willingness to work Tuesday-Saturday,  shift, with initial training Monday-Friday,  for the first 4-6 weeks

Requirements

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
• DOD 8570 Certification

This position requires an active Security Clearance with appropriate Polygraph.

About Us

Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation;

our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.

At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.

That's why our pay is competitive, our missions are critical, and our benefits

represent what matters most to CTP: Our People.

Salary Range Transparency

At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.

How We Determine Salary Ranges

Our salary ranges are based on the following key factors:

• Job
  
  Role and Responsibilities:
  
  The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
• Market Research and Industry Benchmarks:
  We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
• Experience and Qualifications:
  
  An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
• Location:
  
  Salary ranges may be…