IT Support Customer Service Technician (Entry-Level)
New
J
J-Mack TechnologiesGovernment digital services
United States, Core hours support: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET, excluding holidays.Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- AgileJiraCustomer serviceDebuggingServiceNowGitHubTroubleshooting
Requirements
- Have experience solving problems, debugging, and providing solutions to technical issues.
- Prioritize and execute tasks in a high-pressure environment.
- Have experience working in a team-oriented, collaborative, agile environment.
- Be self-motivated and able to manage multi-discipline triage calls.
- Document and clearly communicate workarounds and solutions.
- Have experience with the Software Development Lifecycle in a collaborative agile environment.
- Have experience with tools such as ServiceNow, GitHub, or Jira.
- Have a high school diploma or GED.
- Be able to pass a US Government Public Trust Security Clearance.
- Be available for extended core-hours support: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET, excluding holidays.
Responsibilities
- Respond to technical issues escalated by customers.
- Handle end-user requests for assistance using existing manuals and scripted responses.
- Act as a liaison between operations, the client, and Engineering/Development.
- Interact effectively with customers.
- Refer ongoing issues to the appropriate engineering support team.
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