Customer Service Support Specialist Expert

WORK REQUIREMENTS:

• Windows Operating System: Perform system diagnosis, troubleshooting, system administration and
configuration of different flavors, and versions of Microsoft Windows Operating System.- MAC Operating System: Perform system diagnosis, troubleshooting, system administration and
configuration of different flavors, and versions of macOS (Operating System).
• Technical and Analytical Competency: Keep abreast of technology developments, learn new
hardware and software, comprehend product limitations, analyze technical issues, and communicate
technical information clearly to clients.
• Organizational Competency: Follow technical instructions, multi-task, prioritize and schedule work,
and meet established deadlines.
• Interpersonal Competency: Listen actively, render empathy, maintain professional demeanor in
frustrating situations, and write concise reports, e-mails, and memos.

REQUIRED SKILLS:
The Contractor shall possess and provide the following required skills and demonstrated experience:

• Demonstrated experience in customer service
• Demonstrated experience in technical support service
• Demonstrated experience in system administration for Windows and Linux systems
• Demonstrated experience trouble-shooting hardware, telephony, and video
• Demonstrated experience deploying and testing hardware and software
• Demonstrated experience using an enterprise ticketing system
• Demonstrated experience working with Windows Operating Systems
• Demonstrated experience working with Linux Operating Systems
• Demonstrated knowledge of LAN/WAN architectures and troubleshooting
• Demonstrated working knowledge with VPN clients such as Cisco VPN and others

DESIRED SKILLS:
Other skills and demonstrated knowledge that are highly desired but not required to perform the
work, include:

• Demonstrated exceptional security practice in working with Restricted Handling (RH) data
• Experience working with special systems such as FSA3 and FiCE
• Trained and Certified as a Data Transfer Officer
• Trained and Certified as a Krypto handling technician
• Trained to support special "Back Room" requirements
• Advanced training in FSA3 and FiCE architecture and in associated troubleshooting procedures
Billet Rate Information

Must Have a TS/SCI With Full-Scope Poly.