Night-Shift IT Help Desk Specialist (Tier 1/2)

RealmOne; Columbia (MD); On-site; USD 127,000 - 173,000; Full time

Benefits offered by this job

Healthcare coverage

401K plan

PTO & holidays

Education assistance

Flexible schedules

Referral bonus

Job summary

RealmOne is seeking a Customer Support Specialist in Maryland to provide first contact resolution for Tier 1 and Tier 2 support via phone, email and chat. The role requires overnight shift coverage and availability on weekends/holidays.

The position supports an Enterprise IT contract with security clearance requirements and collaboration with a team of IT professionals to maintain and sustain multi-level enterprise environments.

Qualifications

• 3-7 years of experience in a customer-facing role.
• Strong customer service skills and ability to work in a team-oriented environment.
• Able to prioritize and execute tasks in a high-pressure environment.

Responsibilities

• Provide first contact resolution for Tier 1 and Tier 2 support via telephone, email and chat.
• Record, categorize, prioritize, and respond to user issues and escalate as needed.
• Attend meetings affecting Help Desk processes and procedures and communicate updates to customers.
• Provide day-to-day IT system support including monitoring and problem resolution.

Skills

Customer service

Team collaboration

Prioritization

Job description

RealmOne is seeking a Customer Support Specialist in Maryland to provide first contact resolution for Tier 1 and Tier 2 support via phone, email and chat. The role requires overnight shift coverage and availability on weekends/holidays.

The position supports an Enterprise IT contract with security clearance requirements and collaboration with a team of IT professionals to maintain and sustain multi-level enterprise environments.