Resonance CX Partners hiring 客户支持代表, 初级 in 美国 | LinkedIn

Employer Industry: Information Technology Services in a Government Environment

Why Consider This Job Opportunity

Opportunity for career advancement and growth within the organization
Supportive and collaborative work environment
Chance to work in a highly regulated government environment with mission-critical systems
Comprehensive training and exposure to IT service management tools
Ability to work in a high-volume support environment, enhancing problem-solving and communication skills

What To Expect (Job Responsibilities)
Perform initial triage and basic troubleshooting for routine end-user issues involving workstations, approved software, printing, email, and account access
Accurately record incidents and service requests in IT service management tools, ensuring efficient handling by higher-tier teams
Follow defined escalation paths and maintain courteous communication with users during support interactions
Guide users through standard tasks such as password resets and accessing approved resources
Document known error resolutions and straightforward fixes to aid future incident handling

What Is Required (Qualifications)
Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience
0-3 years of experience in IT support, service desk, or related customer-facing technical roles
Foundational understanding of IT support principles and familiarity with IT service management tools
Good problem-solving, analytical, communication, and interpersonal skills
Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required

How To Stand Out (Preferred Qualifications)
Bachelor's degree in an IT-related field
Exposure to ITSM tools such as ServiceNow for logging and tracking tickets
Entry-level certifications such as CompTIA A+ or ITIL Foundation
Familiarity with agency or federal IT environments and related policies

任职要求：Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience；0-3 years of experience in IT support, service desk, or related customer-facing technical roles；Foundational understanding of IT support principles and familiarity with IT service management tools；Good problem-solving, analytical, communication, and interpersonal skills；Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required