Customer Service Representative, Senior

Job description

Position Overview The Customer Service Representative, Senior provides advanced technical support for users of enterprise IT services in a highly regulated federal environment. The role owns complex incidents and service requests, performing deep diagnostics across hardware, operating systems, productivity and collaboration tools, and line‑of‑business applications while coordinating with higher‑tier teams to drive resolution and meet service‑level commitments. It also serves as a subject‑matter resource on the service desk, strengthening documentation, knowledge articles, and user training to reduce repeat incidents and improve self‑service. Key Responsibilities: - Deliver advanced troubleshooting for operating systems, productivity applications, collaboration platforms, and specialized mission systems using structured diagnostic methods and remote support tools. - Maintain high‑quality ticket hygiene in IT service management platforms by capturing detailed work notes, accurate categorization, and linkage to related incidents, problems, and changes. - Create and update end‑user documentation, how‑to guides, and knowledge articles based on frequently asked questions and recurring is...