The Senior Customer Service Representative provides advanced technical support for enterprise IT in a highly regulated federal setting.
They handle complex incidents across hardware, OS, applications, and mission systems, collaborating with higher-tier teams to ensure timely resolution.
Responsibilities include troubleshooting, maintaining detailed tickets, developing user guides, enforcing security policies, and mentoring junior staff.
Qualifications include 5-8 years of support experience, IT knowledge, strong communication skills, and the ability to obtain a SECRET clearance.
Preferred candidates hold a bachelor's degree, industry certifications, and federal security familiarity.
The role offers competitive compensation ($25.78 - $37.27/hr), with policies promoting equal opportunity and accommodations for disabilities.