Customer Support Specialist- APG, MD

s2-gov; Maryland; On-site; USD 43,000 - 70,000; Full time

Job summary

S2Technologies is seeking a Customer Support Specialist to deliver helpdesk, system, and network support in a 24×7 NOC environment from Aberdeen Proving Ground, MD. The role requires diagnosing issues, escalating where needed, and documenting all interactions in the ticketing system.

Candidates should have 1–2 years of helpdesk experience, basic networking knowledge, and familiarity with Windows OS and Microsoft Office products.

Qualifications

• 1–2 years of Helpdesk support experience.
• Basic understanding of networking including OSI model concepts.
• Familiar with Windows OS and Microsoft Office products.

Responsibilities

• Provide 24×7 hardware and software monitoring and support for a global network.
• Triage, document issues, and create detailed trouble tickets.
• Assist field personnel with real-time troubleshooting via phone, email, and live chat.
• Provide Tier 0/1 support and Tier 2 for Blue Force Tracker systems.
• Follow SOPs and site-specific policies.

Skills

Helpdesk experience

Networking basics

Windows OS

MS Office

Education

High School Diploma

Tools

Windows OS

Microsoft Office

Job description

Position Title: Customer Support Specialist

Position Overview:

S2Technologies is actively seeking qualified candidates to join our team. We are currently looking for candidates having training and experience performing as a Customer Support Specialist. As a Customer Support Specialist, you will provide helpdesk, system and network operations support in a 24×7 NOC environment. This position is responsible for monitoring Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues. The qualified candidate shall perform the following tasks:

Position Responsibilities:

• Possess 1-2 years of Helpdesk Support Experience.
• Basic understanding of networking, including OSI model concepts, a basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, PowerPoint).
• 24×7 monitoring and support of hardware and software supporting critical operations of a global network.
• Understand and adhere to the Standard Operating Procedures (SOP) of the organization, and adhere to all site specific policies and procedures.
• Assist personnel in the field with real-time troubleshooting of system and network issues via Phone, E-Mail, and Live-Chat systems.
• Provide Tier 0/1 Helpdesk support for various systems throughout the Mission Command Support Center, provide Tier 2 support for Blue Force Tracker family of systems.
• Accurately document all customer contact via an online Ticketing system within the Network Operations Center (NOC) to include detailed issues reported, who reported the issue, unit/company with the issue, location, and complete history of issue being worked.
• Monitor all network capabilities, functions, and performance utilizing means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.
• Ability to work in a fast-paced environment.
• Ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine real root of problem.

Position Requirements:

• Possess 1-2 years of Helpdesk Support Experience.
• Basic understanding of networking, including OSI model concepts, a basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, PowerPoint).

Required Security Clearance:

• Secret

Education:

• High School Diploma

Work Hours:

• Mon - Fri 8:00 AM - 5:00 PM

Location:

• Aberdeen Proving Ground, MD

S2Technologies is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, ethnicity, national origin, color, religion, sex, physical or mental disability, protected veterans' status, or any other status protected by the laws or regulations in the locations where we operate. Applicants living in a HubZone designated area receive preferential selection when meeting all other required qualifications.