IT Customer Services Associate
L3Harris Technologies
full-time
Posted on:
Location Type: Office
Location: Greenville • Texas • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
ITSM
About the role
- Provide end user support for L3Harris employees and the government customers during 24/7 operation hours
- Provide first-level contact and convey resolutions to customer issues by answering incoming calls to the helpdesk promptly
- Accurately log all helpdesk interactions and track user requests within the ITSM ticket system
- Monitor and track specific program info using designated resources
- Vigilantly monitor the system resources for any anomalies or irregularities
- Perform incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary
- Manage service requests by fulfilling user needs in a timely and efficient manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Collaborate with other IT team members to ensure a cohesive and unified support experience for all users
- Participate in ongoing training and development to stay current with system information, changes, and updates
Requirements
- 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
- 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
- Flexibility to work in shifts for 24/7 helpdesk coverage.
Benefits
- Ongoing training and development opportunities
- Opportunities for professional development
- Flexible work schedule (Rotating Shifts)
- Health insurance (not explicitly stated, but common in similar roles)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementtechnical supportdiagnosing technical issuesITSM ticket systemcustomer servicemonitoring system resourcesresolving customer issuesservice request managementhelpdesk operationsprogram information tracking
Soft skills
collaborationcommunicationproblem-solvingflexibilitycustomer service orientationattention to detailtime managementadaptabilityteamworkinterpersonal skills
Certifications
Bachelor's DegreeAssociate's DegreeDOD Secret Security ClearanceCompTIA Security+ (ability to obtain)