The Senior Customer Service Representative provides advanced technical support for enterprise IT in a federal environment.
They handle complex incidents across hardware, OS, applications, and mission systems, collaborating with higher tiers to resolve issues and meet SLAs.
Responsibilities include troubleshooting, maintaining detailed tickets, creating knowledge articles, reinforcing security policies, and coaching junior staff.
Requirements include 5-8 years of support experience, IT support principles knowledge, and security clearance eligibility.
Preferred qualifications are a bachelor's degree, industry certifications, and federal security familiarity.
Compensation varies based on multiple factors, with a range of $25.78 - $37.27/hour.
The role promotes equal employment opportunity and may involve light physical duties.