IT Support Customer Service Technician (Entry-Level)

J-Mack Technologies is hiring Customer Service Technicians to respond to technical issues escalated by customers. The role serves as a liaison between operations, the client, and Engineering/Development, assisting end users and referring ongoing issues to the appropriate engineering support team.

Responsibilities:

• This position will act as a liaison between operations, the client, and Engineering/Development
• You are able to respond to end user request for assistance using existing manuals and scripted responses
• Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team

Requirements:

• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Experience working within a team-oriented, collaborative, agile environment
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls
• Experience documenting and communicating work-a-rounds and solutions clearly
• Must be able to pass a US Government Public Trust Security Clearance
• Ability to manage time and prioritization of tasks as a high level
• Ability to communication effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment
• Experience with tools such as ServiceNow, GitHub, Jira
• High school diploma or GED
• Prior experience with federal or VA.gov digital services