Service Center Account Manager with Security Clearance

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Dexian Signature Federal

The Integrated Service Center Account Manager will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction. This will be a Day Shift position that could cover weekends and holidays as needed What You’ll Get To Do:
• Provides first level support for inbound incidents and Service Requests
• Provides front line phone and email support related to system and application issues
• High comfort level working with technology at a fast pace
• Ability to quickly route issues according to issue type and severity
• Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
• Provide customers a face-to-face support environment (customer walk up/site specific capability)
• The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone You’ll Bring These Qualifications:
• Active TS/SCI with a Poly required
• Security+ certification required
• 3+ year of experience in Help Desk support and/or system administration
• Proven experience as a help desk technician or other customer support role
• Experience and knowledge of Microsoft Active Directory
• Knowledge of basic network principles and functions (e.g., DNS, DHCP, TCP/IP, etc.)
• Knowledge of Microsoft folder, file, and sharing security
• Experience administering and maintaining user accounts within a Microsoft Active Directory
• Experience administering RSA token distribution
• Strong written, oral, and telephone communication skills
• Customer-oriented and cool tempered with excellent communication skills
• Excellent technical writing skills; responsible for fully documenting problem resolutions for Tier 1 / 2 technicians
• Motivated and eager to learn and participate in a dynamically growing and changing environment
• Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred • Degree or equivalent work experience
• Experience working with Help Desk ticketing tools and knowledge base resources Preferred Certifications:
• CompTia A+ • CompTia Server+ • CompTia Network+ • HDI Customer Help Desk Analyst • Microsoft Office Specialist

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