Customer Service Support Specialist

WMA
Full Time
Experienced

J5 Consulting is a Maryland based company established in 2006 to provide computing and consulting services for government and commercial entities. Our services improve Information System networking performance and compliance and protect electronic assets from loss and compromise. We welcome your application to receive consideration for the following position.

Introduction
The Sponsor requires a team to perform support for a comprehensive suite of applications, which serve as the primary means of communication between Sponsor headquarters, offices, and industry partners. The message storage and retrieval systems enable searching, search term storage, role-based access control, advanced security controls to protect sensitive information and the administrative tools necessary to provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems. The necessary support and services include systems administration and Tier 2 help desk support in a 24/7 environment. The Team will be merging with another team that currently provides Tier 1-3 support for other mission applications.
 

Required Skills and Demonstrated Experience:  

  • Demonstrated experience answering questions via emails, hotline, and tickets.
  • Demonstrated experience answering users' inquiries regarding computer software and hardware operation to resolve problems.
  • Demonstrated experience entering commands and observing system functioning to verify correct operations and detect errors.
  • Demonstrated experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Demonstrated experience overseeing the daily performance of computer systems.
  • Demonstrated experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software.
  • Demonstrated experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities.
  • Demonstrated experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
  • Demonstrated experience monitoring events and performing corrective actions according to documentation.
  • Demonstrated experience escalating incident reports to required groups and monitoring incidents.

Highly Desired Skills and Demonstrated Experience: 

  • Demonstrated experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents.
  • Demonstrated experience updating and communicating with users about the progress of problem remediation.
  • Demonstrated experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
  • Demonstrated experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.

__________________________________________________________________________________

US Citizenship:

  • This position requires US Citizenship. Verification of US Citizenship to meet federal government security requirements will be confirmed.

Security Clearance:

  • The successful candidate must have an active U.S. Government Top Secret Security Clearance with a Full Scope Polygraph.
  • Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Travel: 

  • This position is expected to be onsite. The position will be located within the Washington Metropolitan Area (WMA).   Local travel/POV will be on an as needed basis, within the local place of performance.



 

Join J5 Consulting and Grow Your Cybersecurity Career

At J5, we’re a team of innovators protecting organizations from evolving cyber threats. With 18+ years of success in government and commercial sectors, we offer meaningful opportunities to grow your career.

Enjoy comprehensive benefits, including:

  • 100% employer-paid health coverage
  • a 6% 401(k) match
  • PTO
  • tuition reimbursement
  • bonuses
  • professional development, and more.

Ready to make an impact? Explore our open positions and apply today.

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