Customer Service Support Specialists (22727)

Description

Ren X Tech | People -Focused. Mission -Obsessed.

At RenXTech, we're not just different, we're better. We handpick talent, ensuring every team member aligns with our mission and values. This selective approach means you're surrounded by the best in the industry, working on impactful projects that match your skills and passion.
Join us and experience a workplace that truly puts you first.

Find out more: www.renxtech.com

RenXTech , a wholly owned subsidiary of Buchanan & Edwards , is an Equal Opportunity Employer. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

To keep breaking barriers and redefining what's possible, we're looking for candidates with the following exceptional technical capabilities:

• Seeking to build a team to perform support for a comprehensive suite of applications, which serve as the primary means of communication between Sponsor headquarters, offices, and industry partners. The message storage and retrieval systems enable searching, search term storage, role-based access control, advanced security controls to protect sensitive information and the administrative tools necessary to provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems. The necessary support and services include systems administration and Tier 2 help desk support in a 24/7 environment. The Team will be merging with another team that currently provides Tier 1-3 support for other mission applications.
• The Contractor shall provide support 24x7x365.
• The Contractor shall appoint a lead or designated team member who shall be responsible for managing the team's schedule.
• The Contractor shall be accountable for scheduling and assigning the appropriate number of staff for each shift, as per an agreed-upon schedule. Schedule shall be agreed upon in advance and changes to the schedule shall be communicated to the Sponsor in advance.
• The Contractor shall provide Tier 2 support for the sponsors proprietary communication system as part of a mission focused Application Support Help Desk Model. Tier 2 support is an escalated issue or incident, not able to be solved by Tier I. Typical items include break-fixes, configuration issues or hardware repairs.
• The Contractor shall oversee the daily performance of IT messaging systems while maintaining the record of daily data communication transactions, problems and remedial action taken, and installation activities. The Contractor shall record incidents and provide support to users.
• The Contractor shall provide customer support service as a tiered point of contact for all issues relating Sponsor supported applications.
• The Contractor shall provide technical assistance to IT messaging system users, specifically messaging support.
• The Contractor shall maintain a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them.
• The Contractor shall answer questions or resolve problems for users via telephone or email, Sponsor ticketing system.
• The Contractor shall provide assistance concerning the use of specific application messaging systems. The Contractor shall respond to incidents or findings from system monitoring to proactively address, remediate, or conduct preventative actions to ensure continuity of service and maintain system availability meeting service objectives.
• The Contractor shall monitor daily tasks such as environment health, spills, message rejections, message flow and abnormalities, and messaging process for current and legacy systems.
• The Contractor shall maintain standard Operating Procedures (SOPs) that shall be followed for all procedures.
• The Contractor shall review and provide comments to Sponsor if updates are needed to the (SOPs) at a
• minimum every six months.
• The Contractor shall operate in a shared help desk environment and be expected to familiarize themselves with the process for triaging help desk calls for mission applications outside of their primary focus.
• Generally, this will be basic Tier 1 or Tier 2 support.

Qualifications

• Must be a U.S. Citizen
• Must have an Active TS/SCI clearance with Polygraph
• Demonstrated experience answering questions via emails, hotline, and tickets.
• Demonstrated experience answering users' inquiries regarding computer software and hardware operation to resolve problems.
• Demonstrated experience entering commands and observing system functioning to verify correct operations and detect errors.
• Demonstrated experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Demonstrated experience overseeing the daily performance of computer systems.
• Demonstrated experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software.
• Demonstrated experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Demonstrated experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Demonstrated experience monitoring events and performing corrective actions according to documentation.
• Demonstrated experience escalating incident reports to required groups and monitoring incidents.

• Direct Customer experience and tradecraft certifications
• Demonstrated experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents.
• Demonstrated experience updating and communicating with users about the progress of problem remediation.
• Demonstrated experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
• Demonstrated experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.

Website: http://www.renxtech.com
Linkedin: https://www.linkedin.com/company/renegade-technology-llc

BE, and its wholly owned subsidiary RenXTech, are trusted partners to the national security community, delivering future-forward solutions and cutting-edge support across cyber, technical, analytical, intelligence, and mission operations. Headquartered in McLean, Virginia, we combine deep mission understanding with innovative technologies to help clients meet their most vital challenges. We are committed to providing equal employment opportunities in accordance with all applicable federal anti-discrimination laws. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Please inform the Company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Please provide complete information. An incomplete application may affect your consideration for employment.