Customer Service Representative
Storage Strategies, Inc. (SSI), Manassas, VA, United States
Overview
SSI is seeking a Customer Service Representative to join our team on a new Navy contract. Submit your resume now to be part of the team on this new 5-year program! Opportunities for advancement in IT, telecom, & cyber security! Responsibilities
Provide superior customer service to internal and external clients by maintaining local and remote computer systems and ensuring users have the technology to support company goals. Act as a primary point of contact for incoming Helpdesk phone calls and emails. Open and update Support Requests based on phone calls and emails. Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factors. Configure and deploy workstations and laptops. Provide on-site support to client locations as necessary. Create and maintain accurate documentation to ensure correct procedures and licensing are followed. Create and remove new user and computer accounts within and outside of domain environments. Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions. Regularly perform scheduled maintenance on desktops, laptops, and servers. Scan and maintain machines for security purposes. Provide technical assistance for common application and hardware issues. Research best practices for applications. Maintain confidential information as needed. Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance. Escalate issues to Advanced Services and the Management team as appropriate. Provide basic Video Tele-Conference (VTC) support to systems on NIPR/SIPR networks, including initiating and terminating VTC, and providing basic troubleshooting of application and connectivity. Other duties and projects as assigned. Requirements
Education: DoD8570 IAT Level II (e.g., Sec+) Clearance: Secret 1–3 years' experience in Technical Support or equivalent Excellent teamwork, thoroughness, and strong written and verbal communication skills Demonstrate initiative and be results-oriented with flexibility and tenacity Ability to continuously adjust priorities to reflect changing circumstances Ability to work in a dynamic cross-organizational team environment Strong dedication to providing quality customer service Effective problem-solving and decision-making skills Strong analytical skills with the ability to identify root causes and determine if other teams are needed Ability to manage own projects including customer communications and collaboration with a project manager Physical requirements: stand, walk, sit; communicate verbally in person and by telephone; use hands to operate objects; reach with hands and arms; ability to lift up to 25 pounds; vision requirements Physical demands may include extensive walking (including stairs) and may require use of a vehicle to travel to local or remote office locations Benefits & Equal Opportunity
SSI is committed to non-discrimination and equal employment opportunity. All qualified applicants will receive consideration for employment without discrimination based on disability, protected veteran status or any other characteristics protected by law. SSI is a HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services. SSI offers a generous array of benefits including: medical, vision, dental, and prescription drug insurance plans; 60% paid premium for dependents; life, long-term disability, and short-term disability insurance at no cost; 24-paid days off in the first year; military leave benefits; a 401(k) retirement plan; education assistance; personal technology refresh; and employee referral bonuses. Positions subject to Service Contract Act (SCA) benefits provided as required by law.
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SSI is seeking a Customer Service Representative to join our team on a new Navy contract. Submit your resume now to be part of the team on this new 5-year program! Opportunities for advancement in IT, telecom, & cyber security! Responsibilities
Provide superior customer service to internal and external clients by maintaining local and remote computer systems and ensuring users have the technology to support company goals. Act as a primary point of contact for incoming Helpdesk phone calls and emails. Open and update Support Requests based on phone calls and emails. Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factors. Configure and deploy workstations and laptops. Provide on-site support to client locations as necessary. Create and maintain accurate documentation to ensure correct procedures and licensing are followed. Create and remove new user and computer accounts within and outside of domain environments. Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions. Regularly perform scheduled maintenance on desktops, laptops, and servers. Scan and maintain machines for security purposes. Provide technical assistance for common application and hardware issues. Research best practices for applications. Maintain confidential information as needed. Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance. Escalate issues to Advanced Services and the Management team as appropriate. Provide basic Video Tele-Conference (VTC) support to systems on NIPR/SIPR networks, including initiating and terminating VTC, and providing basic troubleshooting of application and connectivity. Other duties and projects as assigned. Requirements
Education: DoD8570 IAT Level II (e.g., Sec+) Clearance: Secret 1–3 years' experience in Technical Support or equivalent Excellent teamwork, thoroughness, and strong written and verbal communication skills Demonstrate initiative and be results-oriented with flexibility and tenacity Ability to continuously adjust priorities to reflect changing circumstances Ability to work in a dynamic cross-organizational team environment Strong dedication to providing quality customer service Effective problem-solving and decision-making skills Strong analytical skills with the ability to identify root causes and determine if other teams are needed Ability to manage own projects including customer communications and collaboration with a project manager Physical requirements: stand, walk, sit; communicate verbally in person and by telephone; use hands to operate objects; reach with hands and arms; ability to lift up to 25 pounds; vision requirements Physical demands may include extensive walking (including stairs) and may require use of a vehicle to travel to local or remote office locations Benefits & Equal Opportunity
SSI is committed to non-discrimination and equal employment opportunity. All qualified applicants will receive consideration for employment without discrimination based on disability, protected veteran status or any other characteristics protected by law. SSI is a HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services. SSI offers a generous array of benefits including: medical, vision, dental, and prescription drug insurance plans; 60% paid premium for dependents; life, long-term disability, and short-term disability insurance at no cost; 24-paid days off in the first year; military leave benefits; a 401(k) retirement plan; education assistance; personal technology refresh; and employee referral bonuses. Positions subject to Service Contract Act (SCA) benefits provided as required by law.
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