IT Call Center Team Member - San Antonio, TX - TS/SCI Full Scope

IT Call Center Team Member needed for an opportunity with SOC's client to work in San Antonio, TX.

Clearance required: TS/SCI with Full Scope Poly

Work Shift:Weekend Nights - Friday through Monday (Fri. & Mon. are 6pm-3am; Sat. & Sun. are 6pm-6am)
Responsibilities:

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Knowledge and Skills:

• Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation.
• Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting.
• Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting).
• Ability to operate within and follow strict protocols in air-gapped and secure network environments.
• Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously.
• Strong attention to detail with the ability to accurately document technical information and customer interactions.
• Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices.
• Excellent verbal and written communication skills with a professional phone presence.
• Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment.
• Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions.
• Ability to work independently as well as collaboratively within a team-oriented operations environment.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired.

Employment Pre-requisites
The following requirements must be met to be eligible for this position: Successful completion of a background investigation, and d rug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer,EOE AA M/F/Vet/Disability.
#INDSOC

Estimated Min Rate: $87,500.00
Estimated Max Rate: $104,000.00

Estimated Min Rate: $72800.00
Estimated Max Rate: $104000.00