Technical Support Specialist – Google Cloud Gov't (TS/SCI)

Chenega Corporation; Virginia; Hybrid; USD 125,000 - 130,000; Full time

Job summary

Chenega MIOS seeks a Customer Support Specialist to deliver Tier 1 on-site support for Google Public Sector environments. You will manage incidents, coordinate with Google teams, and maintain clear case ownership from intake to resolution.

Ideal candidates have DoD 8140/IAT II, TS clearance eligibility, and a background in SLA-driven IT support, with willingness to work 24/7 as needed in secure environments.

Qualifications

• 2+ years of experience in technical customer support, enterprise helpdesk, or ITSM in an SLA-driven environment.
• Active DoD 8140/IAT Level II qualifying certification.
• Successfully complete Google’s onboarding and compliance with government-contract requirements.
• Active TS clearance with SCI eligibility.
• Successfully pass background and drug screening.

Responsibilities

• Provide frontline technical customer support through ServiceNow, email, and phone; analyze issues, assess impact and priority, guide resolution paths.
• Meet response/follow-up commitments: 15-minute FMR for P0/P1, 2-hour FMR for P2, 4-hour FMR for P3/P4; supply updates with next-update details.
• Own cases through resolution; coordinate with Google engineering; maintain case records and transfer ownership with supervisor approval.
• Prepare maintenance, change-window, and outage communications; maintain Service Health Dashboard as directed.
• Coordinate with Google PMO/TAM; advise on case status and support options; document outcomes.
• Provide shift handoffs and maintain continuity of customer support; cover weekends/holidays.
• Analyze case trends and feedback to identify service-quality gaps; support COOP and contingency needs.
• Other duties as assigned.

Skills

ServiceNow

DoD 8140/IAT II

TS clearance

SLA-driven IT support

Education

Bachelor’s degree in technical field

Tools

Google Cloud

GDC

Job description

Chenega MIOS seeks a Customer Support Specialist to deliver Tier 1 on-site support for Google Public Sector environments. You will manage incidents, coordinate with Google teams, and maintain clear case ownership from intake to resolution.

Ideal candidates have DoD 8140/IAT II, TS clearance eligibility, and a background in SLA-driven IT support, with willingness to work 24/7 as needed in secure environments.