IT Customer Service Support Specialist III

Job Description:

Quevera is seeking an IT Customer Service Support Specialist III  to join our team. At Quevera, we don’t just offer jobs—we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You’ll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas.

HIGHLIGHT'S OF WORKING FOR QUEVERA:

Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area by the Washington for 2025 for the 5th consecutive year!Excellent Quevera's Benefits:

Medical/Dental/Vision (100% Employer Paid Medical Plan)

Short/Long Term Disability (Employer Paid)

Life Insurance (Employer Paid)

Yearly $5,000 towards education/training/certification.

Employees are in control of their career path through our Career Pathway Program.

Employer paid Company Vacation Package for you and a guest!     

Retirement:

Quevera will match up to 6% towards your 401K and an additional 4% profit sharing!

REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.

 Duties and Responsibilities: 

8 Years of Exzperience

• Provide front-line support for user authentication issues, including login problems, credential management, and access to LANL systems.
 • Deliver timely resolution of technical problems or escalate complex issues to appropriate technical teams.
 • Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
 • Generate and distribute weekly reports on credential usage statistics to management and stakeholders.
 • Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
 • Create, document, and implement standard operating procedures and customer service guidelines for credential issuance support.
 • Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
 • Exercise significant judgement in determining objectives and methods for new assignments and improving workflows.

Required Experience:

• Demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.
 • Experience with incident management systems and applications.
 • Basic computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
 • Strong problem-solving skills and the ability to work independently in a fast-paced environment.
 • Excellent written and verbal communication skills.
 • Experience with documenting procedures and generating technical reports.
 • Proven ability to manage multiple priorities and provide timely updates to stakeholders.
 • Operate with minimal supervision and may coordinate the activities of other support personnel.

• Certifications in IT support, cybersecurity, or related fields.
 • Degree in computer science or IT related field

Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law. #LI-AA1