Customer Service Support Specialist (Intermediate)

Aperio Global is seeking a skilled and motivated Customer Service Support Specialist Intermediate to join our team. The successful candidate will be responsible for providing technical support, assistance and ensuring personnel have proper and current certificates to gain and maintain access to systems. This position requires proficiency in configuring and maintaining Windows 10/11 workstations and supporting Microsoft Office 2019 or higher. Additionally, the candidate must hold the necessary cyber security certifications to ensure compliance with DoD 8570.01-M requirements.

Responsibilities:

1. Provide excellent customer service by promptly responding to inquiries and technical issues via phone, email, or other communication channels.
2. Assist customers in troubleshooting and resolving software and hardware problems related to Windows 10/11 workstations and Microsoft Office 2019 or higher.
3. Configure and deploy Windows 10/11 workstations with necessary software applications, updates, and security patches.
4. Collaborate with internal teams to escalate and resolve complex technical issues in a timely manner.
5. Document customer interactions, including issue details, troubleshooting steps, and solutions provided.
6. Maintain a thorough understanding of the products and services to effectively address customer inquiries and provide accurate information.
7. Stay up-to-date with the latest technology trends and software updates to enhance product knowledge and technical skills.
8. Follow policies and procedures to ensure data security and customer privacy are maintained throughout all interactions.
9. Adhere to DoD 8570.01-M requirements by maintaining proper and current cyber security certifications and fulfilling Information Assurance Technical (IAT) Level II certification criteria.

Requirements

1. US Citizenship
2. Current Secret Clearance
3. Must hold the necessary cyber security certifications for Information Assurance Technical (IAT) Level II, such as Security+ CE, CCNA-Security, GIAC Security Essentials (GSEC), or Systems Security Certified Practitioner (SSCP) (as per DoD 8570.01-M requirements).
4. Experience in configuring and maintaining Windows 10/11 workstations.
5. Proven experience in installing and supporting Microsoft Office 2019 or higher.
6. Solid understanding of cyber security best practices and protocols.
7. Excellent communication and interpersonal skills to interact effectively with customers and internal teams.
8. Strong problem-solving abilities and attention to detail to diagnose and resolve technical issues accurately.
9. Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
10. A positive attitude and a commitment to providing exceptional customer service.

Benefits

At Aperio Global, we understand the value of investing in our most important asset—our employees. That's why we have crafted a comprehensive benefits package designed to help you make the best decision for yourself, your family and your lifestyle. For additional details, contact our talent acquisition team.

Aperio Global fosters a diverse work environment and provides equal employment opportunities (EEO) to all employees and applicants for employment. We prohibit discrimination and harassment of any type and offer employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other distinction protected by federal, state or local laws