Job Title: Customer Support Center (CSC) Agent

Overview
SC3 is a leading provider of high-end mission support, consulting and technology solutions to the federal government in defense, intelligence, and civil markets, and to major corporations and nonprofit organizations. SC3's national security efforts reach across the intelligence community and Department of Defense, providing full life-cycle operational and cyber support and differentiated capabilities to meet our customer's challenging mission.

In addition to our government services area, SC3 provides cutting-edge competitive intelligence and strategic management consulting to commercial clients. Private industry leaders from the financial, health care, manufacturing and other sectors turn to SC3 to ensure that they have access to the most relevant, current, and strategically important information - not only to grow their businesses, but also to protect them.

Responsibilities
Job Responsibilities: Provide phone and in-person support to users in the areas of email, directories, standard Windows desktop applications and custom applications deployed to a user's Government supplied equipment (computer, mobile device, phone, etc.).
Additional Roles and Responsibilities:
Provide friendly and helpful customer service as a first point of contact Provide software and hardware technical support to end-users Provide phone support to desktop and laptop customers in house and remotely. Install, maintain, and upgrade software and hardware on laptops, workstations, mobile devices, printers, copiers and fax machines Assist the client in resolving laptop computer-related and networking issues Maintain and repair laptop, computers and peripherals. Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance Maintain working knowledge of products and/or services. Prepare reports and correspondence as needed. Enter and track within trouble ticketing system. Perform other duties as assigned by supervisor Commitment to excellence and high standards. Strong organizational skills; able to manage priorities and workflow. Troubleshoot problem areas in a timely and accurate fashion. Maintain and improve quality results by adhering to established processes, procedures and guidelinesRecommending improved procedures for CSC responsibilitiesInform and educate clients by explaining procedures; answering questions; providing information

Qualifications
Minimum Years of Experience: 3-5 Years
Required Education: High School Diploma
Skills Required:
Demonstrate good social skills in a professional environmentWork in a team environmentExcellent Verbal CommunicationPhone SkillsData Entry SkillsCustomer Focus and ServiceAttention to DetailMulti-taskingCertifications Desired:
ITIL v3 FoundationsHDI Certification Our values are simple and straightforward. We know that competitive salaries and generous benefits are essential in our industry and SC3 strives to offer the best in both areas.
We are proud to offer :
Medical/Dental/Vision Insurance 401(k) Plan Supplemental Life & AD&D Short & Long-Term Disability Insurance Flexible Spending Plan Paid Time Off Paid Holidays Professional Development Employee Referral Bonus Identity Protection Services
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.