Associate, IT Customer Services

Associate, IT Customer Services

L3Harris is seeking a motivated and customer-focused Level 1 IT Customer Support Specialist to join our 24x7 Network Operations Center (NOC). The successful candidate will be the frontline support for our customers, ensuring the stability and integrity of our network services. This role includes shift work and on-call responsibilities, with training opportunities available during periods of low activity. This position is crucial for maintaining the highest level of support for our internal customers by ensuring seamless helpdesk operations around the clock. The ideal candidate will be responsible for answering incoming calls, logging interactions within our ticketing system, and managing incident and service requests.

Essential Functions:

• Providing end user support for L3Harris employees and government customers during 24/7 operation hours.
• Providing first-level contact and conveying resolutions to customer issues by answering incoming calls to the helpdesk promptly.
• Accurately logging all helpdesk interactions and tracking user requests within the ITSM ticket system.
• Monitoring and tracking specific program info using designated resources, ensuring constant awareness of status.
• Vigilant monitoring of system resources for any anomalies or irregularities and taking appropriate action as required.
• Performing incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary.
• Managing service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
• Collaborating with other IT team members to ensure a cohesive and unified support experience for all users.
• Participating in ongoing training and development to stay current with system information, changes, and updates.
• Ability to follow detailed instructions and working guides to accomplish necessary tasks.

Qualifications:

• Bachelor's Degree with 0 to 2 years of prior related experience or 2 years post-secondary/Associate's Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 4 years of prior related experience.
• Active DOD Secret Security Clearance.
• CompTIA Security+ not required but must have the ability to obtain.
• Proven experience in a helpdesk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a team environment and independently.
• Flexibility to work in shifts for 24/7 helpdesk coverage.
• Microsoft Office 2016 and O365 suite

Preferred Additional Skills:

• Familiarity with ITSM ticketing systems (ex. ServiceNow, Remedy).
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.
• Must be able to work independently with moderate supervision.
• Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management.
• Must have experience documenting day to day tasks.
• Must be able to adapt, learn, and work in a fast-paced environment with little assistance.
• Must be able to lift and carry at least 35 pounds.

Work Environment:

• This position requires the ability to work on-site in a 24x7 environment, including nights, weekends, and holidays, with rotational on-call duties. During periods of low activity, the company will provide opportunities for training and professional development.