Technical Customer Service Representative - OSC (First Shift)

Responsibilities

• Answer phones and respond to customer/employee requests
• Provide tier 1 technical support to troubleshoot customer/employee issues
• Respond to internal Helpdesk support tickets
• Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
• Resolve unique network and system-related challenges and promote growth in individual employee skill sets
• Conduct basic troubleshooting and provide detailed notes when escalation is required
• Thoroughly understand QTS products and services; strong familiarity with respective service catalogs
• Identify opportunities for value-added process improvement
• Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
• Follow up with customer inquiries not immediately resolved
• Consistently escalate issues to the appropriate party
• Consistent accurate judgment on ticket priority
• Consistent thorough understanding of requests and attention to detail (reassignment counts)
• Follow up with non-operations departments to close out aging tickets
• Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers

Requirements

• 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person
• Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience
• One or more years of IT experience in a customer-focused role
• Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
• Competent in Microsoft Office Suite
• Knowledge of a broad array of systems and software troubleshooting is preferred
• Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies
• Must be able to obtain a Public Trust clearance
• US Citizenship for this position is required by law due to federal customer contracts

Qualifications

• Basic Qualifications: 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person; Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience; One or more years of IT experience in a customer-focused role; Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.; Competent in Microsoft Office Suite; Knowledge of a broad array of systems and software troubleshooting is preferred; Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies; Must be able to obtain a Public Trust clearance; US Citizenship for this position is required by law due to federal customer contracts
• Preferred Qualifications: One or more years of experience in a data center or similar mission-critical environment; One or more of the following Certifications: CompTIA A+, CompTIA Network+, CompTIA Security+ Certification; Microsoft 365 Certified: Fundamentals Certification; Microsoft Office Specialist Certification

Benefits

• Total Rewards: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits
• This position is Bonus eligible
• Shift differential pay is eligible for 2nd and 3rd shifts