Customer Support Center Specialist

Overview

Title: Customer Support Center Specialist

Location: 100% Onsite - NMC Portsmouth, Portsmouth Va

The CSC Specialist serves as the first point of contact for military and civilians checking in or out of the Command. They provide walk-up and telephone support to a 10,000-person user community employing computer systems and networks. The CSC Specialist is available for NMCP users Monday - Friday, 7am - 4pm, and on-call Friday beginning at 4pm - Monday  CSC Specialist directs customers to the correct POC, provides guidance on account creation, assigns laptops/desktops, and handles general support questions.

CSC Specialist will manage incoming calls and in-person requests for assistance by logging issues and requests using the Service Now tool. During on-call hours, the CSC Specialist escalates issues as needed to Tier 2 or Tier 3 support teams.

• Provide support for Command Check-ins and Check-outs
• Provide first point of contact support to walk-up customers documenting requests for assistance and support via trouble tickets utilizing Service Now
• Resolve Service Now tickets assigned to the Customer Support Center (CSC) from the DHA
• Resolve issues with blocked CACs during normal working hours
• Provide technical support for DOD
  365 Outlook log-on and configuration issues
• Provide technical support for users requesting data transfer from H: drive to CDRW
• Maintain the IMD Asset Management & Inventory Database
• Configure and distribute VPN laptops to support NMCP users approved to telework
• Replace desktop computers with VPN laptops and docking stations
• After hours and weekends on-call support for DHA Help Desk
• Assist with all NMCP Refresh projects as scheduled
• Assemble and distribute monitors in response to requests through Service Now
• Provide weekly Service Now reports to IMD Leadership which report on number of tickets created and resolved for NMCP, and comparable MTFs
• Other duties as assigned

Five years of general IT experience; of which at least three must be specialized. The three years of specialized experience must be in at least one or more of the areas listed below.

• Customer service
• Help Desk Support
• PC operating systems
• Electronic mail
• Proficient use of Service Now or other ticket tracking system in the recording and tracking of user support, calls, and tickets
• Security+ certification
• Must comply with DOD 8570.01M and DoD 8140.01
• Must have Current DOD Secret Clearance

Lin Tech Global is an award-winning, ISO 9001:2008 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Lin Tech has received recognitions, including rankings on Top 50 Companies to Watch, Washington Technology's FAST 50, and Inc.

500's Fastest Growing Private Companies. The Lin Tech Global team is comprised of individuals focused on the success and sustainability of customers and their missions, delivering IT and engineering solutions with a mix of technical expertise and agility.

Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and more.

Lin Tech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered without regard to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy, marital status, genetic information, gender, sexual orientation, gender identity or expression, military or veteran status, or any other status protected by law.

If you are an individual with a disability and would like to request a reasonable accommodation, please contact Human Resources. This plan is available for inspection upon request.

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