Experienced Journeyman Customer Service and Tech Support Specialist – IT Support and Help Desk Operations

Are you a customer-focused and tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Journeyman Customer Service and Tech Support Specialist in our IT Support and Help Desk Operations team.

About blithequark

blithequark is a leading provider of cutting-edge technologies and professional services to the US Federal government and its partners. Our mission is to empower our customers to make smarter and faster operational decisions, driving mission effectiveness and success. With a strong commitment to innovation, collaboration, and customer satisfaction, we strive to be the trusted partner of choice for our clients.

A Day in the Life of a Journeyman Customer Service and Tech Support Specialist

As a Journeyman Customer Service and Tech Support Specialist, you will play a critical role in ensuring that our Help Desk operates as a highly professional service that meets the needs of our customers. Your responsibilities will include:

• Providing exceptional customer service and technical support to users, responding to requests for assistance in a timely and professional manner
• Logging, assigning, and resolving service tickets in our current IT ticket system, ensuring that all issues are properly documented and addressed
• Collaborating with internal teams to resolve complex technical issues and provide solutions to customers
• Maintaining accurate and up-to-date documentation of user contacts, faults, and problems, as well as establishing and maintaining change control procedures for the Support Team
• Supporting end devices such as cellular phones, tablets, iPhones, iPads, and multi-functional devices
• Staying up-to-date with technical innovations and IT trends, applying this knowledge to improve our support services and processes

What We're Looking For

We're seeking an individual with:

• Excellent communication skills, with the ability to logically and quickly break down problems to achieve resolution
• Customer service orientation, with the ability to explain complex technical issues in a clear and understandable way to customers
• Patience in dealing with difficult customers and a team player mentality
• Recent and significant experience working in an Information and Communication Technology Help Desk environment
• CompTIA Security+ Certification
• High School Diploma
• 2 or more years of experience in a related IT technical field
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills

Physical and Mental Demands

The physical and mental demands of this role include:

• Ability to remain in a stationary position and operate a computer for extended periods
• Occasional ability to move or transport items up to 50 pounds
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments
• Demonstrate strong problem-solving, critical thinking, and analytical skills
• Maintain consistent attendance, punctuality, and high professional standards

What We Offer

In return for your hard work and dedication, we offer:

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible hybrid and remote working arrangements where possible
• 13 paid holidays per year
• Veterans' focused Employee Resources Group with regular educational sessions and communications
• Leadership Development Program with multiple learning options

Security Clearance

Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance. Security Clearance not required at the time of hire.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

Equal Employment Opportunity

blithequark is an Equal Employment Opportunity Employer. We comply with all applicable federal anti-discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, [[email protected]](mailto:[email protected]) and/or phone number (703) 264-5600 to contact us about your interest in employment with blithequark.

Disclaimer

At blithequark, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified blithequark email address, never requesting upfront fees or sensitive information. Apply for this job