Customer Service Support Specialist

BT-52 - Customer Service Support Specialist
Skill Level: Senior
Location: Tysons & Vienna (fully on-site, no remote option)

**MUST HAVE A POLY CLEARANCE TO APPLY**

• The Candidate Team shall work closely with the Project Manager who will manage the priorities.
• The Candidate shall assess and validate requirements for stand-alone tablets used for training courses.
• The Candidate shall track hardware devices and software licenses and to be proactive to ensure nothing enters end-of-life status, ensuring devices and licenses have been identified for procure replacement.
• The Candidate shall provide Tier 1 and Tier 2 support to include access administration, desktop support, problem resolution to IT systems and applications, and to initiate IT hardware and software procurements.
• The Candidate shall provide operations & maintenance support and access administration to the application that resides in a cloud environment to ensure the application runs efficiently and effectively.
• The Candidate shall track, monitor, and communicate the status on procurements and installations.
• The Candidate shall provide polished skills in customer service while managing expectations.
• The Candidate shall track and perform operations and maintenance of stand-alone laptops per the security regulations to include updating the anti-virus and patches to the operating system.
• The Candidate shall be responsible for moving data between different secured systems, according to the security guidelines and procedures.

• Demonstrated experience with, but not limited to, MS Office suite, Adobe products to include Captivate and Connect and Skype
• Demonstrated experience with standard operational Windows environment, including but not limited to, desktop hardware, software, peripherals, and web technologies
• Demonstrated experience with requirements management
• Demonstrated experience in account management including access management of systems and applications and for applications in a cloud environment
• Demonstrated experience with oral and written communication skill
• Demonstrated experience with procurement mechanisms and processes for hardware and software procurement orders
• Demonstrated experience with assessing and validating requirements for stand-alone tablets to include operations & maintenance and to keep system security plans up-to-date

• Demonstrated experience with IT security guidelines and policies
• Demonstrated experience with procurement mechanisms and processes for hardware and software procurement orders
• Demonstrated experience with basic knowledge of Project Management concepts and principles
• Demonstrated experience with the ability to clearly and accurately explain rules, procedures, and highly complex technical information both orally and written
• Demonstrated experience with transferring data between different systems