It Customer Service Manager Jobs (NOW HIRING)

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers' mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers' mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title: IT Customer Service

Job Code: 43685

Job Location: Rochester, NY

Job Schedule: 9/80 (Every other Friday off)

Job Description:

This is an End User Desktop Support position that requires proficiency with Windows desktop operating systems to support our classified environment in the Rochester area. Primary responsibility is to be the customer support interface, dealing primarily with desktop support issues ranging from maintaining desktop systems (virtual or physical) and applications. The position will also provide support for secure and unclassified phones, including setup/provisioning and troubleshooting. This position will provide ample opportunities for professional growth and to learn new technologies and develop skills.

Essential Functions:

Responsible for day-to-day support of desktop Microsoft Windows in a closed environment, virtual, or physical
Manage assigned tickets in ServiceNow at required SLA levels and escalate tickets to higher-level support as required
Provide direct front end support to users, first level support for desktop-related items such as application issues and other IT-related issues including application, voice (phone), and data access issues
Deliver new systems to employees and remove equipment as required following the processes dictated by the security team
Support ongoing projects to replace or upgrade existing IT equipment as required
Assist with RMF and ICD 503 compliance as required by security
Utilize excellent written and verbal communication skills at all levels of the organization
Ability to travel between L3Harris facilities within the Rochester area

Qualifications:

Must Have an Active Top Secret/SCI security clearance and willingness to submit to a CI Poly
Security+ CE or any DoD 8570 IAT Level I or higher approved certification
Bachelor's Degree and a minimum of 2 years of prior related experience; Or, Graduate Degree or equivalent with 0 to 2 years of prior related experience; Or, in lieu of a degree, a minimum of 6 years of prior related experience

Preferred Additional Skills:

Active Top Secret/SCI with CI Poly
Experience with Wyse Management Suite
Active Directory and GPO management experience
Experience with Microsoft Exchange
Knowledge of basic networking concepts and working principles
Experience with Cisco routers & switches, SCCM, and supporting RedHat, CentOS, or Ubuntu Linux
Network certification a plus

In compliance with pay transparency requirements, the salary range for this role in New York state is $52,500-$97,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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