The Senior Customer Service Representative provides advanced technical support for enterprise IT in a federal environment, handling complex incidents across hardware, OS, and applications.
They troubleshoot using structured methods, maintain detailed tickets, and create user documentation to reduce recurring issues.
They enforce security policies, collaborate with escalation teams, and mentor junior staff.
Qualifications include 5-8 years of support experience, ITSM tool proficiency, problem-solving skills, and eligibility for a SECRET clearance.
Preferred qualifications include a bachelor’s degree, industry certifications, and federal security familiarity.
Compensation ranges from $25.78 to $37.27 per hour, with an emphasis on equal opportunity employment and reasonable accommodations.