Customer Support Specialist with Security Clearance

Title Customer Support Specialist Location Sterling Description Program: CAEIO Customer: Department of State Location: Sterling, VA (Hybrid) Must be local to Washington, D.C., and Virginia areas. This position is hybrid with remote work and up to two days per week in the office in Sterling VA or Washington, DC. Clearance: Secret Salary: Junior - $62,00 - $65,000 Journeyman - $77,000 - $80,000 Shift: Various Shifts available Markesman Group is looking for a Customer Support Specialist to join our team in Sterling, Virginia. Responsibilities: Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool. May also make outboard service calls to potential customers. Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots. May be required to work in one or multiple work queues over various customer contact channels. When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution.Qualifications: Requires US Citizenship and an active SECRET Government Security Clearance. 1 to 3 years of help desk/service desk experience. Ability to accurately document and ticketing information with minimal errors and/or rework. Must be able to work independently, achieve productivity goals, and manage one's time. Strong written and verbal communication skills. Must be able to work on site and weekends on a rotating schedule. Experience supporting the Department of State IT environment desired, but not required.Preferred Industry Certifications: Comp TIA A+ Certification ITILv3 or ITILv4 Foundation Certification Microsoft IT Support Certification or HDI SCR desired, but not required Experience using Remedy or ServiceNow CRM preferred Experience supporting the Department of State IT environment desired, but not required About the Organization About Markesman Group Markesman Group has gathered the nation's foremost experts in Cyber, ISR, Enterprise IT and Intelligence Analysis. We seek to lead with cutting edge technology, high quality development and best value services for both the government and commercial sectors. Our team combines passion, acumen, focus, patriotism, desire, dedication and the love for the job to create value for our customers. We pride ourselves in a rigorous selection process because not only do we want the best, we want the best to want us. Working closely together as part of a service-disabled veteran owned small business, we enjoy a family environment where teammates challenge and elevate each other every day. The Markesman family is always striving to solve tomorrow's problems, today. EOE Statement We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. This position is currently accepting applications.