Security-Cleared Tier 1 Tech Support Agent

Maximus; San Antonio (TX); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Maximus is seeking a Tier 1 Call Center Agent for an on-site role in San Antonio, TX. The position requires TS/SCI clearance and involves handling inbound/outbound customer contacts across voice, email, and chat, with emphasis on first-contact resolutions and DoD-style standards.

You will provide technical support for hardware/software, document issues in ServiceNow, and escalate when necessary. Strong communication and problem-solving skills are essential, with familiarity in ITSM tools and

Qualifications

• Associate degree or 2+ years of technical help desk experience.
• Experience troubleshooting software applications and tiered escalation processes.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management or BMC Remedy.

Responsibilities

• Handles inbound and outbound customer contact via voice, email and chat.
• Listens to determine customer needs and answers questions.
• Provides courteous, professional information to customers.
• Researches knowledge articles to respond to inquiries about products/services.
• Provides first contact resolutions that meet customer needs and confirms understanding.
• Routes concerns to appropriate departments for escalation.
• Determines inquiry complexity and escalates when needed.
• Creates a record in ServiceNow ITSM for tracking.
• Provides day-to-day technical support for hardware and software.
• Diagnoses problems through discussion, troubleshooting and escalation.
• Delivers effective, timely resolutions to user issues.
• Assists in hardware and software evaluation.
• Communicates information clearly; work under moderate supervision.

Skills

Customer service

Active listening

Communication

Problem solving

Teamwork

Technical support

Education

Associate degree in a relevant technical field

2+ years help desk experience

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Maximus is seeking a Tier 1 Call Center Agent for an on-site role in San Antonio, TX. The position requires TS/SCI clearance and involves handling inbound/outbound customer contacts across voice, email, and chat, with emphasis on first-contact resolutions and DoD-style standards.

You will provide technical support for hardware/software, document issues in ServiceNow, and escalate when necessary. Strong communication and problem-solving skills are essential, with familiarity in ITSM tools and