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Customer Support Specialist 2

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Columbia Technology Partners

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Location:
United States , Annapolis Junction

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Provide Tier 1 (Service Desk) and Tier 2 (Escalation) technical support through phone, email, and chat, delivering timely issue resolution and a high level of customer service. This role serves as the primary point of contact for end users, ensuring incidents and requests are accurately documented, prioritized, and resolved while maintaining clear communication with customers and stakeholders.

Job Responsibility:

  • Serve as first point of contact for Tier 1 support and assist with Tier 2 escalations for user and system issues
  • Deliver high-quality customer service to ensure users receive responsive and effective IT support
  • Record, categorize, prioritize, track, and resolve incidents and service requests in the ticketing system
  • Troubleshoot and resolve issues using documented Standard Operating Procedures (SOPs)
  • Support daily operations, monitoring, and problem resolution for client/server, storage, and network devices
  • Communicate ticket updates, system changes, service improvements, and outages to users and stakeholders
  • Participate in meetings related to Help Desk processes, procedures, and service improvements
  • Escalate issues as needed and provide status updates to agency management and global customers

Requirements:

  • 3-7 years of experience in an IT support or service desk environment
  • Ability to prioritize and execute tasks effectively in a fast-paced, high-pressure environment
  • Strong customer service and communication skills
  • ability to collaborate in a team-oriented environment and work with users for whom English may be a second language
  • Availability to work evenings, weekends, and holidays
  • willingness to work Tuesday-Saturday, 1500-2300 shift, with initial training Monday-Friday, 0700-1500 for the first 4-6 weeks
  • U.S. Citizenship is required
  • DOD 8570 Certification
  • This position requires an active Security Clearance with appropriate Polygraph.
What we offer:
  • Medical: CTP offers 3 superior plans
  • Vision + Dental: Both free to you + paid in full by CTP
  • Retirement: 401k - 6% company contribution
  • PTO + Leave: customizable leave plans
  • Jury Duty, Bereavement + Military Leave provided
  • Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition
  • Life and AD&D Insurance/Short-Term & Long-Term Disability: at zero cost to you
  • Profit Sharing Bonus: End of year cash
  • Referral Bonus Program: bonuses range from $7,000-$20,000

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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