TS / SCI Clearance w / Polygraph Required

Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat.

Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.

Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.

Enter and track tickets for the requesting organization.

Responsible for attending meetings that affect Help Desk Process and Procedures.

Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status.

Solve problems using documented Standard Operating Procedures (SOP)Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client / server / storage / network devices, etc.

The candidate must have a Security CE certification

5-10 years of experience

Able to prioritize and execute tasks in a high-pressure environment

Strong customer service skills and the ability to work in a team-oriented, collabroative environmentBe sensitive to unique dialects as our customers may speak English as a second language

Availability to work weekends and holidays.Willing to work evening shift from 1500-2300 Sunday - Thursday

Equal Employment and Diversity

CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity.

It is CyberCore’s policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law.

CyberCore will not tolerate unlawful discrimination and any such conduct is prohibited. CyberCore is committed to ensuring that CyberCore’s workforce and volunteers reflect America’s diverse population.

CyberCore knows that such diversity will enrich the company with the talent, energy, perspective and inspiration we need to achieve our mission.

Last updated : 2024-05-23