Customer Support Specialist ; Evenings

Description

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused support team. In this role, you'll serve as a trusted resource for customers, providing Tier 1 and Tier 2 technical support and helping resolve issues that directly impact daily operations. Success in this position requires strong communication skills, a customer-first mindset, and the ability to troubleshoot problems efficiently while delivering an exceptional support experience.

If you enjoy helping people, solving technical challenges, and working in a collaborative environment where your contributions make a difference, we'd love to hear from you.

Shift:  (3:00 PM - 11:00 PM), Tuesday - Saturday

• Serve as the first point of contact for customer support requests, providing Tier 1 Service Desk and Tier 2 escalation support via phone, email, and chat.
• Troubleshoot and resolve a wide range of user, system, and application issues while delivering a high level of customer service.
• Record, categorize, prioritize, and track incidents and service requests through completion.
• Keep customers informed through timely updates, follow-ups, and clear communication regarding tickets, outages, and service improvements.
• Utilize established Standard Operating Procedures (SOPs) and knowledge resources to efficiently diagnose and resolve technical issues.
• Support ongoing IT operations, including monitoring and issue resolution across workstation, server, storage, and network environments.
• Collaborate with team members, stakeholders, and management to ensure effective issue escalation and resolution.
• Contribute to process improvement initiatives and participate in meetings that enhance Help Desk operations and customer support services.

• 3-7 years of experience in a Help Desk, Service Desk, Customer Support, or IT Support environment.
• Active CompTIA Security+ CE certification.
• Strong customer service, communication, and problem-solving skills with the ability to remain effective in a high-volume environment.
• Experience prioritizing multiple tasks and managing competing demands while maintaining attention to detail.
• Ability to communicate effectively with a diverse customer base, including individuals for whom English may be a second language.
• Availability to work weekends and holidays as required to support operational needs.
• Ability to work the assigned  (Tuesday-Saturday) shift.

At Columbia Technology Partners, you'll be part of a team that values collaboration, professionalism, and continuous improvement. You'll have the opportunity to support meaningful missions, expand your technical expertise, and make an immediate impact by delivering exceptional customer service and technical support to our customers.

• 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
  • CompTIA Security+ CE Certification Required

This position requires an active Security Clearance with appropriate Polygraph.

Founded in 2007, Columbia Technology Partners is a 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…