Responsibilities

• Provide Tier II/III technical support for the United States Army Corps of Engineers (USACE) PROMIS Program.
• Respond to customer inquiries and issues via phone, email, and chat in a timely manner.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Assist in the implementation and maintenance of IT systems and services.
• Document support requests and resolutions in the ticketing system for future reference.
• Collaborate with team members to improve processes and enhance customer satisfaction.
• Stay updated on the latest technologies and industry trends relevant to support services.

Requirements

• Proven experience in a technical support role, preferably in a Tier II/III capacity.
• Strong knowledge of IT systems, networks, and troubleshooting methodologies.
• Experience with customer service and the ability to communicate technical information clearly.
• Ability to work independently and manage multiple tasks in a remote environment.
• Active Secret security clearance is required.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.

Benefits

• Competitive salary with opportunities for career advancement.
• Comprehensive health and wellness benefits package.
• Flexible work hours and fully remote work options.
• Access to ongoing training and professional development resources.
• Collaborative work environment with a focus on innovation and growth.