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Customer Service Representative - Day Shift (7:00 am - 3:00 pm)

Crystal Management
Annapolis Junction, MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

About

Since 2005, Crystal Management provides information technology (IT) infrastructure, systems integration, cybersecurity, facility design and transition, and professional services to customers in the defense, civilian federal agencies, homeland security, intelligence, and commercial sectors. We understand the mission demands innovative approaches, technology, and people. With talented professionals deployed worldwide, Crystal Management delivers IT enterprise solutions, systems engineering, and management consulting services for the largest transformation and restationing programs in defense history. Crystal Management is a service-disabled veteran-owned small business.


Program Overview

Together with our partners, Crystal Management will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. The CCC team will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.


Position Description

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. This position does require employees to work one weekend day a month.


Responsibilities

  • Provides first contact and incident resolution to customers with H/W, S/W, and application problems include both customer telephone support as well as electronically submitted requests
  • Provides polite and customer friendly service support for problem resolution
  • Attempts to resolve as many incidents during the first contact, or at Tier 1.
  • Efficiently escalates incidents to higher Tier 2 or Tier 3 when required
  • Documents incident status and solutions in incident database tools
  • Works through various types of Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Work Schedule: DAYS, 7:00 am - 3:00 pm, Monday - Friday plus weekend day a month

**Schedule flexibility necessary. Training is up to eight weeks on the DAY shift.**


Required Qualifications

  • High School degree or equivalent required, Bachelor's degree preferred.
  • DoD 8570 IAT Level 2 compliance or information assurance certification commensurate with technical objectives and services required by the government customer (e.g., CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP), or within 120 days from date of hire.
  • Applicable software or hardware training and certifications commensurate with the government customer's technical objectives, services required, and IT environment (e.g., A+, HDI, ITIL Foundation, or Microsoft 365), or within 120 days from date of hire.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications

Clearance Requirements

  • Active TS/SCI clearance; must be able to obtain and maintain CI Polygraph.



Crystal Management, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Crystal Management

Address

Annapolis Junction, MD
20701 USA

Industry

Business

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