IT Call Center Team Member - San Antonio, TX - TS​/SCI Scope Security Clearance

Position: IT Call Center Team Member - San Antonio, TX - TS/SCI Full Scope with Security Clearance
IT Call Center Team Member needed for an opportunity with SOC's client to work in San Antonio, TX.

Clearance required:

TS/SCI with Full Scope Poly

Work Shift:

Weekend Nights - Friday through Monday (Fri. & Mon. are 6pm-3am; Sat. & Sun. are 6pm-6am) Responsibilities:
* Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
* Integrate technical knowledge and business understanding to create solutions for customer.
* Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
* Act as a consultant in service delivery business, technology, industry or specific application.
* Resolve technical and some business incidents independently.
* Mentor/assist less-experienced team members on complex incidents.
* Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
* Review support plan for business indicators and map to company service solutions.
* Develop and grow assigned customer account relationships with complex and strategic accounts.
* Act as trusted advisor in the consultant role for customer and company sales teams.
* Design and deliver support solutions using specific industry knowledge and expertise;
Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
* Provide suggestions for operational efficiencies.
* Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
* Lead Customer Expectation management as part of escalation process.
* Give inputs to operational methods and programs that may affect the business management strategy in a geographic area. Knowledge and

Skills:

* Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation.
* Familiarity with IT service management (ITSM) platforms such as Service Now, Jira, and Salesforce for ticket creation, tracking, and reporting.
* Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting).
* Ability to operate within and follow strict protocols in air-gapped and secure network environments.
* Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously.
* Strong attention to detail with the ability to accurately document technical information and customer interactions.
* Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices.
* Excellent verbal and written communication skills with a professional phone presence.
* Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment.
* Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions.
* Ability to work independently as well as collaboratively within a team-oriented operations environment.

Education and Experience

Required:

* Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired. Employment Pre-requisites The following requirements must be met to be eligible for this position:
Successful completion of a background investigation, and d rug urinalysis. SOC, a Day & Zimmermann company, is an Equal Opportunity Employer,EOE AA M/F/Vet/Disability. #INDSOC Estimated Min Rate: $87,500.00 Estimated Max Rate: $ Estimated Min Rate: $72800.00 Estimated Max Rate: $104000.00