Are you ready to become a RealmOne WARRIOR ? RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work/life balance by investing in our employees and encouraging professional and personal growth. We do this by offering exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch industry professionals. Join us on this journey as we execute this mission-critical contract providing architecture, engineering, integration, and maintenance across a multiple classification Enterprise network. Your effort and expertise are crucial to the success and execution of this impactful mission. This opportunity supports an Enterprise IT contract with a team of Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, SharePoint Developers, Systems Engineers, Network Engineers, and IT Engineers responsible for the architecture, engineering, integration, operations, maintenance and sustainment of multi-level Enterprise IT environment. This position includes Shift Work. The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will 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. Willing to work overnight shift from 2300 - 0700 Sun-Thu/Tues-Sat/Mon-Fri. Availability to work weekends and holidays. The Customer Support Specialist shall possess the following capabilities: 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. Provides support for the escalation and communication of status to agency management and global customers

Certifications Required:

Security+

CE Qualifications:

CSS2 3-7

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, collaborative environment. Position requires active Security Clearance with appropriate Polygraph