Jovian Concepts, Inc. is looking to hire a Technical Writer Level 3 for our Program in the Annapolis Junction, MD area. This role requires a TS/SCI Clearance with a Polygraph. No CCA's will be considered for this role.
Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat.
Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.
Enter and track tickets for the requesting organization.
Responsible for attending meetings that affect Help Desk Process and Procedures.
Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status.
Solve problems using documented Standard Operating Procedures (SOP).
Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
Provides support for the escalation and communication of status to agency management and global customers
Requirements
An active and current TS/SCI with Polygraph is required to be considered. No CCA's will be considered for this role.
Current Security+ CE certification.
0-10 years of experience
Able to prioritize and execute tasks in a high-pressure environment
Strong customer service skills and the ability to work in a team-oriented, collabroative environment
Be sensitive to unique dialects as our customers may speak English as a second language
Availability to work weekends and holidays.
Willing to work Mid shift from 2300-0700 Tuesday -Saturday
In our 2023/24 employee survey, Jovian Concepts earned a 92% Overall Workplace Experience Score and 100% of the employees across all departments agreed that they feel genuinely appreciated at Jovian Concepts.