Customer Service Representative

Job description

Position Overview The Customer Service Representative provides first-level technical support for users of enterprise IT services in a highly regulated government environment, serving as the primary point of contact for incidents and service requests. The role gathers detailed information, troubleshoots hardware, software, account, and connectivity issues, and either resolves them or routes tickets to higher-tier teams while maintaining clear communication on status and expectations. It also leverages IT service management tools to log, track, and update tickets, and contributes to knowledge articles, user guidance, and basic training to improve self-service and reduce recurring issues across mission-critical systems. Key Responsibilities: - Provide frontline troubleshooting for common end-user issues such as workstation, peripheral, operating system, collaboration, and basic network access problems using standard diagnostic procedures and scripts. - Log, categorize, and prioritize incidents and service requests in IT service management tools, ensuring accurate detail, impact, and urgency are captured for efficient resolution. - Follow established workflows and escalation paths to r...