Customer Service Representative with Security Clearance

We are seeking a customer-focused Customer Service Representative / Technical Support Specialist to provide technical assistance and customer support in a secure federal government environment. The ideal candidate will have strong communication and troubleshooting skills, experience providing IT help desk or technical support, and the ability to resolve user issues efficiently while maintaining strict security and confidentiality standards.

Key Responsibilities
Provide first-level technical support to end users via phone, email, chat, or ticketing systems. Troubleshoot hardware, software, network connectivity, account access, and system-related issues. Assist users with password resets, account lockouts, software installations, and basic system configuration. Create, update, prioritize, and track service desk tickets through resolution. Escalate complex technical issues to appropriate IT support teams. Provide support for Windows operating systems, Microsoft Office applications, and common enterprise IT tools.

Assist with workstation setup, peripheral configuration, and basic IT equipment troubleshooting. Document incidents, resolutions, and recurring technical issues in accordance with established procedures. Deliver professional, courteous, and timely customer service to internal users. Follow established security protocols, access control procedures, and federal information-handling requirements. Maintain confidentiality when handling sensitive or classified information. Meet established service-level agreements (SLAs) and customer satisfaction standards.

Required Qualifications
High school diploma or equivalent; an associate or bachelor's degree is preferred.
1–3 years of experience in customer service, IT help desk, technical support, or service desk operations. Strong verbal and written communication skills. Basic knowledge of Windows operating systems, Microsoft Office, and desktop troubleshooting. Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or Remedy. Ability to troubleshoot common hardware, software, account access, and connectivity issues.

Strong customer service skills, attention to detail, and problem-solving abilities. Ability to work in a structured, security-conscious government environment. Active Top Secret (TS) security clearance required.

Preferred Qualifications
Previous experience supporting federal government agencies or government contractors. Experience providing IT support in a classified or secure environment. Familiarity with Active Directory, Microsoft Entra ID, VPN connectivity, and basic networking concepts. CompTIA A+ or ITIL Foundation certification. Experience with ServiceNow or other enterprise service management platforms. Familiarity with incident management, problem management, and IT service desk procedures.

Security Requirements
Must possess an active Top Secret (TS) clearance and meet applicable customer access requirements. Must comply with federal security policies, information assurance procedures, and applicable data-handling requirements. Must demonstrate professionalism, discretion, and the ability to protect sensitive information.