Senior IT Help Desk Specialist - Tier 1-2 (Evening Shift)

Columbia Technology Partners, Inc; Annapolis (MD); Presencial; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused team. You will provide Tier 1 and Tier 2 technical support, troubleshoot issues, and ensure a high level of customer satisfaction while following SOPs.

Ideal candidates have 3–7 years in a help desk or IT support role, hold the CompTIA Security+ CE certification, and can communicate effectively with a diverse customer base, including non-native English speakers.

Qualificações

• 3–7 years of experience in a Help Desk or IT Support environment.
• Active CompTIA Security+ CE certification.
• Strong customer service and communication skills with the ability to work in a high-volume setting.
• Experience prioritizing multiple tasks while maintaining accuracy.
• Ability to assist a diverse customer base, including non-native English speakers.
• Willingness to work the 1500–2300 shift (Tue-Sat).

Responsabilidades

• Serve as the first contact for customer support requests (Tier 1) and escalate as needed.
• Troubleshoot and resolve a wide range of user, system, and application issues.
• Record, categorize, prioritize, and track incidents through resolution.
• Provide timely updates on tickets, outages, and service improvements.
• Follow SOPs and leverage knowledge resources to diagnose issues.
• Support IT operations across workstation, server, storage, and network environments.
• Collaborate with teammates and management to improve Help Desk operations.
• Participate in meetings to drive service improvements.

Conhecimentos

Customer service

Communication skills

Troubleshooting

Multitasking

English proficiency

Formação académica

CompTIA Security+ CE

Descrição da oferta de emprego

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused team. You will provide Tier 1 and Tier 2 technical support, troubleshoot issues, and ensure a high level of customer satisfaction while following SOPs.

Ideal candidates have 3–7 years in a help desk or IT support role, hold the CompTIA Security+ CE certification, and can communicate effectively with a diverse customer base, including non-native English speakers.