What are the responsibilities and job description for the Customer Support Specialist 2 position at Columbia Technology Partners?
Description
Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.
Key Responsibilities
About Us
Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.
At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.
That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.
Salary Range Transparency
At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.
How We Determine Salary Ranges
Our salary ranges are based on the following key factors:
From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; lets get where you're going, together.
Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
Vision Dental: Both free to you paid in full by CTP.
Retirement: 401k - 6% company contribution
PTO Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement Military Leave provided.
Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.
Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors.
CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!
Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.
Key Responsibilities
- Serve as first point of contact for Tier 1 support and assist with Tier 2 escalations for user and system issues
- Deliver high-quality customer service to ensure users receive responsive and effective IT support
- Record, categorize, prioritize, track, and resolve incidents and service requests in the ticketing system
- Troubleshoot and resolve issues using documented Standard Operating Procedures (SOPs)
- Support daily operations, monitoring, and problem resolution for client/server, storage, and network devices
- Communicate ticket updates, system changes, service improvements, and outages to users and stakeholders
- Participate in meetings related to Help Desk processes, procedures, and service improvements
- Escalate issues as needed and provide status updates to agency management and global customers
- 3-7 years of experience in an IT support or service desk environment
- Ability to prioritize and execute tasks effectively in a fast-paced, high-pressure environment
- Strong customer service and communication skills; ability to collaborate in a team-oriented environment and work with users for whom English may be a second language
- Availability to work evenings, weekends, and holidays; willingness to work Tuesday-Saturday, 1500-2300 shift, with initial training Monday-Friday, 0700-1500 for the first 4-6 weeks
- U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
- Certification Requirements:
- DOD 8570 Certification
About Us
Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.
At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.
That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.
Salary Range Transparency
At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.
How We Determine Salary Ranges
Our salary ranges are based on the following key factors:
- Job Role and Responsibilities: The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
- Market Research and Industry Benchmarks: We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
- Experience and Qualifications: An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
- Location: Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards.
- Company Performance: Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team.
From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; lets get where you're going, together.
Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
Vision Dental: Both free to you paid in full by CTP.
Retirement: 401k - 6% company contribution
PTO Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement Military Leave provided.
Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.
Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors.
CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!