Customer Experience & IT Support Specialist II

Rothe Development Inc; Bay St. Louis (MS); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Rothe Development Inc. at NASA's Stennis Space Center seeks a Customer Service Specialist II to deliver customer service and engagement for the eMITS contract, supporting OCIO and OCOMM.

The hybrid role requires onsite work initially, with eventual flexibility as schedule dictates. Responsibilities include triage, engagement events, IT service request review, and training; plus IT configuration management, meeting support, and participation in enterprise software procurement initiatives.

Qualifications

• BA/BS or higher in related field or 10 years of experience with HS diploma.
• Proven customer service and communication skills.
• Proficiency in Windows and Microsoft products; ability to troubleshoot.

Responsibilities

• Triage requests from users via phone, email, Teams and other messaging tools and provide resolution or route to the appropriate support team.
• Plan, develop, coordinate, and participate in customer engagement/outreach events.
• Review IT service requests for validity, correctness, and track orders to completion.
• Assist SSC OCIO Customer Relationship Managers by helping users order IT services and navigate IT processes.
• Provide training in general use of Common Use Software and Hardware.
• Provide IT Configuration Management for all systems designed, implemented and maintained by the contractor.
• Schedule meetings and provide operational support for technology showcases and the Technology Infusion Lab.
• Support Center activities for Agency Software Management and Enterprise Software Procurement initiatives.

Skills

Excellent communication

Customer service skills

Interpersonal skills

Windows proficiency

Analytical skills

Multitasking in fast-paced environment

Documentation skills

Organization skills

Problem solving

Navigation of IT processes

Education

BA/BS in related field

AA/AS in related field

High school diploma with 10 years experience

Tools

Microsoft Office 365

SharePoint

Box

Teams

Job description

Rothe Development Inc. at NASA's Stennis Space Center seeks a Customer Service Specialist II to deliver customer service and engagement for the eMITS contract, supporting OCIO and OCOMM.

The hybrid role requires onsite work initially, with eventual flexibility as schedule dictates. Responsibilities include triage, engagement events, IT service request review, and training; plus IT configuration management, meeting support, and participation in enterprise software procurement initiatives.