Customer Service Representative

Storage Strategies, Inc. (SSI); Manassas (VA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, Vision, Dental insurance

Disability insurance

24 paid days off

Military Leave

401(k) retirement plan

Education assistance

Personal Technology Refresh

Employee Referral bonuses

Job summary

Storage Strategies, Inc. (SSI) seeks a Customer Service Representative in Manassas, VA to support a Navy contract. You will serve as the primary Helpdesk contact and ensure users have necessary technology and licenses.

You will deploy workstations, provide on-site support, document procedures, and collaborate with Advanced Services to resolve issues while maintaining DoD-compliant security and support processes.

Qualifications

• DoD8570 IAT Level II certification required.
• Secret clearance required.
• 1–3 years' experience in Technical Support.
• Excellent team and communications skills (written and verbal).
• Ability to adapt priorities in a dynamic environment.
• Demonstrate initiative and be results oriented.
• Ability to manage own projects within a team.

Responsibilities

• Provide superior customer service to internal and external clients by supporting local and remote computer systems and ensuring users have the needed technology.
• Act as primary point of contact for incoming Helpdesk calls and emails.
• Open and update Support Requests based on contacts.
• Triage requests to determine priorities based on severity and impact.
• Configure and deploy workstations and laptops.
• Provide on-site support to client locations as needed.
• Create and maintain documentation for procedures and licensing.
• Create and remove user and computer accounts within and outside domains.
• Support various customer software/hardware and coordinate with third-party providers.
• Regularly perform maintenance on desktops, laptops, and servers.
• Scan and maintain machines for security.
• Offer basic VTC support on NIPR/SIPR networks and troubleshoot connectivity.
• Assist Advanced Services with deployments, installations, and rollouts.
• Escalate issues to Advanced Services and Management as appropriate.

Skills

Team skills

Communication skills

Initiative

Results oriented

Flexibility

Cross-functional teamwork

Customer service

Problem solving

Analytical skills

Project management

Education

DoD8570 IAT Level II

Job description

Description

SSI is seeking a Customer Service Representative to join our team on a new Navy contract.

Duties and Responsibilities

• Provide superior customer service to internal and external clients by maintaining local and remote computer systems and making sure all users are equipped with technology to support company goals.
• Act as a primary point of contact for incoming Helpdesk phone calls and emails.
• Open and update Support Requests based on phone calls and emails.
• Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factors.
• Configure and deploy workstations and laptops.
• Provide client locations with onsite support as necessary.
• Create and maintain accurate documentation to ensure correct procedures and licensing are followed.
• Create and remove new user and computer accounts within and outside of domain environments.
• Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions.
• Regularly perform scheduled maintenance on desktops, laptops, and servers.
• Scan and maintain machines for security purposes.
• Provide technical assistance for common application and hardware issues.
• Research best practices for applications.
• Maintain confidential information as needed
• Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance.
• Escalate issues to Advanced Services and the Management team as appropriate.
• Provide basic Video Tele-Conference (VTC) support to systems on NIPR/SIPR networks, including Initiate and Terminate VTC's, and Provide basic troubleshooting of application and connectivity.
• Other duties and projects as assigned

Requirements

• Education: DoD8570 IAT Level II (eg: Sec+)
• Clearance: Secret
• 1-3 years' experience in Technical Support or equivalent experience.
• Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
• Demonstrate initiative and be results oriented with flexibility and tenacity
• Demonstrate the ability to continuously adjust priorities to reflect changing circumstances
• Ability to work in a dynamic cross-organizational team environment
• Strong dedication to provide quality customer service
• Effective problem-solving skills and inherent decision-making ability
• Strong analytical skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
• Ability to manage own projects including communications to customers as well as work as part of a larger team managed by a project manager
• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
• Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Benefits

• Employee Medical, Vision, Dental, and Prescription Drug Insurance Plans, 60% paid premium for dependents.
• Life Insurance, Long Term Disability, and Short-Term Disability benefits at no cost.
• 24 paid days off in the first year on board.
• Military Leave benefits, a 401(k) Retirement Plan, education assistance, Personal Technology Refresh and Employee Referral bonuses.
• Positions subject to Service Contract Act (SCA) have benefits provided as required by law.

SSI is a HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services.

SSI is committed to non-discrimination and equal employment opportunity. All qualified applicants will receive consideration for employment without discrimination based on disability, protected veteran status or any other characteristics protected by law.