Customer Technical Support Representative 4

Provides Tier I and II technical software, hardware, and network problem resolution for end users by diagnosing issues and guiding them through step-by-step solutions, with escalation as needed.
Analyzes incoming requests, triages and prioritizes actions, and maintains documentation, network diagrams, and circuit records.
Provides user training and information resources, conducts technical research to support ongoing programs, and collaborates with cross-functional teams to restore services.
Maintains PC, PBX, and network software knowledge, supports end users, and assists in basic programming as needed while coordinating with network services and software engineering.
Requires US citizenship, eligibility for DoD ADP II Public Trust security clearance, and possession of CompTIA Security+ CE; additional HDI certification is preferred.
Demonstrates strong customer service, critical thinking, and analytical/problem-solving abilities, along with project management skills and the ability to mentor colleagues and build effective customer relationships.