Customer Service Representative, Junior

Job description

Position Overview The Customer Service Representative, Junior provides entry-level, first-line technical support for users of enterprise IT services in a highly regulated government environment. The role receives and documents incidents and service requests, performs basic troubleshooting, and resolves common end‑user issues under the guidance of more senior staff. It uses standard procedures and IT service management tools to log tickets, apply known solutions, and escalate more complex problems while supporting knowledge capture and user education for mission‑critical systems. Key Responsibilities: - Perform initial triage and basic troubleshooting for routine end‑user issues involving workstations, approved software, printing, email, and account access using documented checklists and scripts. - Record incidents and service requests accurately in IT service management tools, selecting correct categories, priorities, and assignment groups to enable efficient handling by higher‑tier teams. - Follow clearly defined escalation paths and service desk runbooks, handing off complex or high‑impact issues while maintaining courteous, understandable communication with users. - Guide users...