Job description

Description: Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused support team. In this role, you'll serve as a trusted resource for customers, providing Tier 1 and Tier 2 technical support and helping resolve issues that directly impact daily operations. Success in this position requires strong communication skills, a customer-first mindset, and the ability to troubleshoot problems efficiently while delivering an exceptional support experience. If you enjoy helping people, solving technical challenges, and working in a collaborative environment where your contributions make a difference, we'd love to hear from you. Shift: 1500-2300 (3:00 PM - 11:00 PM), Tuesday - Saturday Key Responsibilities: • Serve as the first point of contact for customer support requests, providing Tier 1 Service Desk and Tier 2 escalation support via phone, email, and chat. • Troubleshoot and resolve a wide range of user, system, and application issues while delivering a high level of customer service. • Record, categorize, prioritize, and track incidents and service requests through completion. • Keep customers informed through timely updates, follow-ups, and clear communication regarding tickets, outages, and service improvements. • Utilize established Standard Operating Procedures (SOPs) and knowledge resources to efficiently diagnose and resolve technical issues. • Support ongoing IT operations, including monitoring and issue resolution across workstation, server, storage, and network environments. • Collaborate with team members, stakeholders, and management to ensure effective issue escalation and resolution. • Contribute to process improvement initiatives and participate in meetings that enhance Help Desk operations and customer support services. Qualifications: • 3-7 years of experience in a Help Desk, Service Desk, Customer Support, or IT Support environment. • Active CompTIA Security+ CE certification. • Strong customer service, communication, and problem-solving skills with the ability to remain effective in a high-volume environment. • Experience prioritizing multiple tasks and managing competing demands while maintaining attention to detail. • Ability to communicate effectively with a diverse customer base, including individuals for whom English may be a second language. • Availability to work weekends and holidays as required to support operational needs. • Ability to work the assigned 1500-2300 (Tuesday-Saturday) shift. Why Join CTP? At Columbia Technology Partners, you'll be part of a team that values collaboration, professionalism, and continuous improvement. You'll have the opportunity to support meaningful missions, expand your technical expertise, and make an immediate impact by delivering exceptional customer service and technical support to our customers. Requirements: • U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph. • Certification Requirements: • CompTIA Security+ CE Certification Required This position requires an active Security Clearance with appropriate Polygraph. About us: Founded in 2007, Columbia Technology Partners is a Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission. At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way. That's why our pay is competitive, our missions are critical, and our benefits represent what matters most to CTP: Our People. Salary Range Transparency At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions. How We Determine Salary Ranges Our salary ranges are based on the following key factors: • Job Role and Responsibilities : The specific duties and responsibilities associated with each role form the foundation of our compensation structure. • Market Research and Industry Benchmarks : We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive. • Experience and Qualifications : An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range. • Location : Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards. • Company Performance : Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team. Really good benefits, for really GREAT people: From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; let's get where you're going, together . Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options. Vision + Dental: Both free to you + paid in full by CTP. Retirement: 401k - 6% company contribution PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! 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: More peace of mind, at zero cost to you. Profit Sharing Bonus: End of year cash gets added to your bottom-line. Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team. Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors. CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!

Requirements

Must-haves

If you enjoy helping people, solving technical challenges, and working in a collaborative environment where your contributions make a difference, we'd love to hear from you.
Shift: 1500-2300 (3:00 PM - 11:00 PM), Tuesday - Saturday
Serve as the first point of contact for customer support requests, providing Tier 1 Service Desk and Tier 2 escalation support via phone, email, and chat.
Troubleshoot and resolve a wide range of user, system, and application issues while delivering a high level of customer service.
Record, categorize, prioritize, and track incidents and service requests through completion.
Keep customers informed through timely updates, follow-ups, and clear communication regarding tickets, outages, and service improvements.
Utilize established Standard Operating Procedures (SOPs) and knowledge resources to efficiently diagnose and resolve technical issues.
Support ongoing IT operations, including monitoring and issue resolution across workstation, server, storage, and network environments.
Collaborate with team members, stakeholders, and management to ensure effective issue escalation and resolution.
Contribute to process improvement initiatives and participate in meetings that enhance Help Desk operations and customer support services.
3-7 years of experience in a Help Desk, Service Desk, Customer Support, or IT Support environment.
Active CompTIA Security+ CE certification.
Strong customer service, communication, and problem-solving skills with the ability to remain effective in a high-volume environment.
Experience prioritizing multiple tasks and managing competing demands while maintaining attention to detail.
Ability to communicate effectively with a diverse customer base, including individuals for whom English may be a second language.
Availability to work weekends and holidays as required to support operational needs.
Ability to work the assigned 1500-2300 (Tuesday-Saturday) shift.
Why Join CTP?
CompTIA Security+ CE Certification Required
This position requires an active Security Clearance with appropriate Polygraph.
From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; let's get where you're going, together .
Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.

Nice-to-haves

Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: isolved
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Paid Time Off