The Senior Customer Service Representative provides advanced technical support for enterprise IT in a highly regulated federal environment.
They handle complex incidents and service requests across hardware, OS, productivity tools, and mission systems, collaborating with higher-tier teams to ensure timely resolution.
Key duties include troubleshooting, maintaining detailed tickets, creating user documentation, enforcing security policies, partnering on escalations, and mentoring junior staff.
Required qualifications include 5-8 years of support experience, IT knowledge, and security clearance eligibility. Preferred qualifications include a bachelor’s degree, industry certifications, and federal or DoD support experience.
This role offers a salary range of $25.78 - $37.27/hour, with an emphasis on equal opportunity employment and accommodations for physical disabilities.