Related skills
customer service microsoft office help desk servicenow aesmp📋 Description
- First point of contact for Tier 2 requests escalated to the Cyber Center
- Handle customer interactions via calls, chats, email, and ticketing escalations
- Create, modify, and escalate incidents/tickets for troubleshooting
- Route tickets per documented procedures
- Perform quality assurance follow-up with customers
- Maintain shift log and ensure clear cross-shift communication
🎯 Requirements
- HS diploma, plus 2 years of technical help desk experience
- AA/AS or BA/BS, 1 year technical help desk experience
- Active Secret clearance
- Must be able and available to work shifts (days, swings, mids)
- Must be able to work weekends and holidays, as required
- ServiceNow or AESMP experience
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