Customer Support Specialist 3 (shift)

Athenix Cyber & SIGINT  is seeking a Customer Support Specialist 3 who is willing to evening shift from 1500-2300 Sunday through Thursday.

Job Description:

• 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​

 Minimum Requirements:

• Must have an active Security+ CE certification
• Five (5) - Ten (10) years of experience in Help Desk/System Administration
• 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
• Be 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​
• An active TS/SCI with Polygraph is required

Athenix Solutions Group, LLC and its companies Athenix Cyber and SIGINT, and Athenix Special Missions is an EEO/Affirmative action employer and is committed to hiring and retaining a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.