Omm2679J

Omm IT Solutions; Woodlawn (MD); On-site; USD 95,000 - 130,000; Full time

Job summary

Omm IT Solutions is seeking a skilled onsite IT professional to provide Tier 3 and CCaaS platform administrator support at SSA headquarters in Woodlawn, MD. The role requires handling high-volume incidents, coordinating updates, and mentoring Tier 1/2 staff, with a focus on service metrics and customer satisfaction.

The position is 100% onsite, with two shifts (6:30am-3:30pm and 2:30pm-10:30pm) and the candidate must obtain/maintain a Public Trust.

Qualifications

• Bachelor's degree or 13+ years experience in lieu of degree.
• 7 years of Help Desk/Desktop support experience.
• 3 years of Tier 3 IT support experience.
• Experience using IT Service Manager for logging tickets.
• Experience developing RCA and service metrics reporting.

Responsibilities

• Provide Tier 3 and Platform Administrator support of CCaaS (AWS Connect).
• Assist in planning and coordinating platform updates, upgrades, or maintenance.
• Assist Shift Managers in developing and reviewing service metrics.
• Provide CCaaS 800-number support when needed and log issues in ServiceNow.
• Follow SOPs for incident management, ticketing, escalation, and resolution.
• Triage requests for accurate transfers and escalation of issues.
• Provide off-hour emergency support as needed.

Skills

Tier 3 IT support

CCaaS Application support

ServiceNow ITSM

Windows OS + Office365

Root Cause Analysis

Customer service

Education

Bachelor's degree with 7 years experience

Master's degree with 5 years experience

13+ years experience in lieu of degree

Tools

ServiceNow ITSM

CCaaS (AWS Connect)

Job description

Omm IT Solutions | Permanent W-2 Employee / Corp2Corp Contractor

Woodlawn, United States | Posted on 11/28/2025

• Job Type Permanent W-2 Employee / Corp2Corp Contractor
• Compensation Negotiable
• State/Province Maryland
• Country United States
• Work Authorization No Visa Sponsorship Provided. Green Card EAD can also apply
• Background Check/Public Trust Clearance US Public Trust Clearance
• Job Opening ID Omm2679J

Job Description

Please Note:

• It's 100% Onsite position.
• Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday.
  
• There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.

Key Required Skills

• Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1/2 resources.
  
• Train and provide guidance to Tier 1/2 resources on resolving issues and processing requests.

Position Description

• Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.
• Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
• Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
• Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 resources) to log issues and requests in ServiceNow IT Service Manager.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Provide off-hour emergency support as needed.

Requirements

Skills Requirements

Basic Qualifications

• Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree.
• 7 years of Help Desk/Desktop support experience.
• 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 3 years of experience providing Tier 3 IT support services to customers.
• 3 years of experience using an IT Service Manager application for logging tickets and requests.
• Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
• Ability to learn and provide guidance to lower service tiers.
• Must have strong communication and customer service skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

Required Skills

• Extensive experience troubleshooting technical issues.
• Experience in providing a CCaaS Application support.
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.

Desired Skills

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.

Education/Work Experience

Education:Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree. Must be able to obtain and maintain a Public Trust. Contract requirement.