24/7 IT Support Specialist (Tier 1–2) — Security-Cleared

M2 Technology Group; Fort Meade (MD); On-site; USD 125,000 - 165,000; Full time

Benefits offered by this job

20 Days of Personal Time Off Annually

Medical, Dental, and Vision Plans

$5,500 Medical Opt-Out

10% Employer 401k Contribution

$7,500 Training Reimbursement

$250 Annual Donation Match

$7,500 Referral Bonus

Flexible Work Schedule

Job summary

M2 Technology Group is seeking a Customer Support Specialist in Fort Meade, MD to provide exceptional Tier 1 and Tier 2 IT support. This role involves being the primary contact for users, handling inquiries through phone, email, and chat, while ensuring efficient problem resolution.

The ideal candidate will have strong customer service skills, a collaborative mindset, and an active CompTIA Security+ certification. Benefits include competitive pay, generous time off, and various perks.

Qualifications

• 0–5 years of relevant IT or customer service experience.
• Strong ability to prioritize tasks and execute effectively in high-pressure environments.
• Excellent customer service skills with a collaborative mindset.

Responsibilities

• Serve as the first point of contact for Tier 1 and Tier 2 technical support.
• Accurately record, categorize, prioritize, and track support tickets.
• Resolve user and system issues using documented Standard Operating Procedures.
• Monitor and support day-to-day IT operations.
• Keep customers informed via clear communication.
• Effectively elevate critical issues to management.
• Actively participate in meetings to improve Help Desk processes.
• Deliver an empathetic customer experience.

Skills

Customer service skills

Ability to prioritize tasks

Team-oriented mindset

Education

CompTIA Security+ certification

Job description

M2 Technology Group is seeking a Customer Support Specialist in Fort Meade, MD to provide exceptional Tier 1 and Tier 2 IT support. This role involves being the primary contact for users, handling inquiries through phone, email, and chat, while ensuring efficient problem resolution.

The ideal candidate will have strong customer service skills, a collaborative mindset, and an active CompTIA Security+ certification. Benefits include competitive pay, generous time off, and various perks.