Customer Support Specialist

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 provides high-assurance cyber and engineering support to federal, defense, and intelligence community programs. We bring that same rigor, discipline, and execution-focused approach to commercial assessments, delivering practical solutions designed for real-world operational environments.

We also have amazing benefits, check them out below!

Role Overview

As a Customer Support Specialist, you will be the primary point of contact for our users, delivering exceptional Tier 1 (Service Desk) and Tier 2 (Escalation) support. You will handle inquiries via phone, email, and chat, ensuring every customer feels heard, valued, and receives efficient IT problem resolution.

Key Responsibilities

• Front-Line Support: Serve as the first point of contact for Tier 1 and Tier 2 technical support via phone, email, and chat.
• Ticket Management: Accurately record, categorize, prioritize, and track support tickets from the initial request through to resolution.
• Technical Troubleshooting: Resolve both basic and complex user and system issues using documented Standard Operating Procedures (SOPs).
• System Operations: Monitor and support day-to-day IT operations, assisting with client, server, storage, and network devices.
• Proactive Communication: Keep customers informed by clearly communicating ticket follow-ups, system updates, improvements, and outages.
• Escalation Management: Effectively elevate critical issues and provide regular status updates to agency management and our global customer base.
• Process Improvement: Actively participate in meetings to help refine and improve Help Desk processes and procedures.
• Global Customer Care: Deliver an empathetic, high-quality customer experience, maintaining patience and sensitivity to unique dialects for customers who speak English as a second language.

Qualifications & Skills

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

Schedule Requirements

• Shift: This role is part of a 24/7 support environment. You will be assigned a fixed, non-rotating shift. Shift hour options include 23:00 - 07:00, 07:00 - 15:00, and 15:00 - 23:00. The current openings include 15:00-23:00 and 07:00 - 15:00. Schedule rotations may include Sunday–Thursday, Tuesday–Saturday, or Monday–Friday.
• Flexibility: Availability to work weekends and holidays is required.

Clearance & Certifications

• Certification: Active CompTIA Security+ certification required.
• Clearance: Active Security Clearance with an appropriate Polygraph required.

Position requires active Security Clearance with appropriate Polygraph.

Pay Range

$125,000–$165,000

• Please note that the listed salary range for this position at M2 Technology Group is intended as a helpful guide, not a fixed guarantee. We strive to build offers that are equitable and competitive by looking at a variety of factors. Your final compensation will be tailored based on your individual experience, educational background, specialized skills, and the specific demands of the role.

Personal Time Off & Holidays

• Employees earn 20 Days of Personal Time Off Annually. Want more? Earn an extra day every anniversary for up to 25 Days!
• Three Tiered Medical Plans from CareFirst BCBS
• $5,500 Medical Opt-Out
• Dental, Vision, LTD and STD- 100% Company-paid

401k

• 10% Employer Contribution (No match needed!) 7% Safe Harbor - 3% Profit Sharing
• Includes Safe Harbor and Profit Sharing - Immediate Vesting!

Training & Education Reimbursement

• Up to $7,500 Training/Tuition Reimbursements
• Flexible Additional Training Support Available Upon Request

Charity Donation Match

• Feeling Charitable?
• $250 Annual Donation Match to any Charitable Organization

Pet Adoption

• Need a furry companion?

Referral Bonus & Company Events

• $7,500 Referral Bonus
• Quarterly Happy Hours, Annual Picnic, Holiday Party, Movie Nights, All Hands Meet Ups

Other Perks

• Swag Drops!, Flexible work schedule, Employee Appreciation Awards, Work Anniversary Gifts, Newborn Gifts