Tier 2 Help Desk Specialist - Part-Time (Weekend Day Shift)

About the position We are seeking a dedicated and reputed company Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most reputed company issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service. Shift Hours: M-F / 6:00 am to 6:00 pm This position can be located at any reputed company office in the U.S, preferred location is San Antonio, TX; however, a hybrid working model is acceptable. Your future duties and responsibilities: Future Duties and Responsibilities: . Provide expert functional and technical support to clients reputed company phone, email, and chat. . Troubleshoot and resolve the most reputed company customer issues in a timely and efficient manner. . Serve as the escalation reputed company for unresolved issues from Tier 2 support or other teams. . Document reputed company customer interactions and issue resolutions in the helpdesk ticketing system. . Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery. . Maintain up-to-date knowledge of company products, services, and support policies. . Assist in the development and implementation of advanced support documentation and training materials. . Participate in ongoing training and professional development opportunities. . Participate in rotation to provide 24/7 support. . Maintain the reputed company and reputed company of sensitive information as per client's needs. . Maintains ownership of Incidents, ensuring status update and resolution according to SLAs. Required qualifications to be successful in this role: . High school diploma or equivalent; associate or bachelor's degree in a reputed company field preferred. . Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position. . Advanced technical troubleshooting skills and the ability to learn new technologies quickly. . Excellent verbal and written communication skills. . Ability to work independently and as part of a team. . Strong organizational skills and attention to detail. . Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – reputed company ITSM preferred. . Experience with cloud infrastructure-based IT systems, with a preference for reputed company Cloud and Kubernetes. . Experience with DevSecOps concepts and practices. . Excellent troubleshooting and problem-solving skills. . Strong communication and interpersonal skills. . Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information reputed company is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to reputed company set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, reputed company typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the reputed company range for this role in the U.S. is $42,600.00 - $77,400.00. reputed company Federal's benefits are offered to eligible professionals on their first day of employment to include: . Competitive compensation . Comprehensive insurance options . Matching contributions through the 401(k) plan and the share purchase plan . Paid time off for vacation, holidays, and sick time . Paid parental leave . Learning opportunities and tuition assistance . Wellness and Well-being programs #CGIFederalJob ##LI-RT1 Skills: Call/Contact handling Help Desk/IT Services Local Problem Management Process coordination Customer Service & Support What you can expect from us: Together, as owners, let’s turn meaningful insights into action. Life at reputed company is rooted in ownership, teamwork, respect and belonging. Here, you’ll reputed company your full potential because… You are invited to be an reputed company from day 1 as we work together to bring our Dream to life. That’s why we call ourselves reputed company Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll reputed company innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your reputed company, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join reputed company—one of the largest IT and business consulting services firms in the world. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, reputed company, color, sex, religion, creed, age, national reputed company, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. reputed company provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the reputed company U.S. Employment Compliance mailbox at US_Employment_Compliance@reputed company.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned. We reputed company it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. reputed company reputed company offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government reputed company clearance held. Dependent upon role and/or federal government reputed company clearance requirements, and in accordance with applicable laws, some background investigations may include a credit reputed company. reputed company will consider for employment qualified applicants with arrests and conviction records in accordance with reputed company local regulations and ordinances. reputed company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with reputed company’s legal duty to furnish information.

Responsibilities

• Provide expert functional and technical support to clients reputed company phone, email, and chat.
• Troubleshoot and resolve the most reputed company customer issues in a timely and efficient manner.
• Serve as the escalation reputed company for unresolved issues from Tier 2 support or other teams.
• Document reputed company customer interactions and issue resolutions in the helpdesk ticketing system.
• Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Assist in the development and implementation of advanced support documentation and training materials.
• Participate in ongoing training and professional development opportunities.
• Participate in rotation to provide 24/7 support.
• Maintain the reputed company and reputed company of sensitive information as per client's needs.
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

Requirements

• High school diploma or equivalent; associate or bachelor's degree in a reputed company field preferred.
• Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
• Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – reputed company ITSM preferred.
• Experience with cloud infrastructure-based IT systems, with a preference for reputed company Cloud and Kubernetes.
• Experience with DevSecOps concepts and practices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information

Benefits

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

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