Titan Technologies

IT Support

• Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
• Perform advanced (second level) remote troubleshooting for mobile device issues, email and Microsoft Outlook accounts, PIV card access, remote VPN access, and remote access using DHS Workplace.
• Resolve >=90% of tickets assigned to Tier II (AQL target).
• Process >=90% of tickets within 4 hours.
• Answer >=80% of transferred calls/chats within 60 seconds.
• Perform remote installation and troubleshooting of workstations and peripherals.

Help Desk Specialist II – Tier 2 Advanced Support

Call Center Representative

• Supervise, coach, mentor, and motivate team members to develop the skills and competencies needed to achieve individual and team performance goals.
• Promote a positive, collaborative work environment that encourages accountability, engagement, and continuous improvement.
• Monitor agent performance, quality, productivity, attendance, and adherence to established standards by providing timely coaching, recognition, performance feedback, performance evaluations, and corrective action when appropriate.
• Support employee development by improving call handling techniques, customer service skills, and technical support troubleshooting while driving overall team performance.
• Communicate project updates, policy changes, and operational expectations to staff, ensuring understanding and compliance.
• Serve as a liaison between Titan leadership and customer stakeholders by providing timely and accurate operational updates, coordinating daily communications, managing customer and agent escalations, and supporting the successful delivery of program objectives.
• Partner with customer representatives and internal leadership to resolve operational challenges, communicate emerging trends, and identify opportunities to improve service delivery and customer satisfaction.
• Promote continuous process improvement by encouraging team participation in identifying efficiencies and implementing improvements.
• Collaborate with fellow supervisors and management to build consensus, share best practices, resolve challenges, and support department initiatives.
• Assist Human Resources and project leadership with recruiting activities, interviewing candidates, onboarding, employee documentation, performance management, and employee separation processes.
• Maintain attendance records, process employee documentation, assist with timesheet completion, and submit payroll information as required.
• Lead team meetings by preparing materials, facilitating discussions, and communicating meeting outcomes and follow-up actions.
• Demonstrate sound business judgment, analytical problem-solving, and effective verbal and written communication while managing multiple priorities independently.
• Support department projects, special assignments, schedule adjustments, and other operational needs as business requirements dictate.

Call Center Supervisor

Frontend Engineer

• Develop and implement responsive web pages and applications for both legacy and modernized systems.
• Collaborate with product management, designers, and engineering teams to define and implement innovative UI/UX solutions.
• Execute all visual design stages, from concept to final hand-off with engineering.
• Conceptualize original ideas that simplify complex workflows and enhance user experience.
• Create wireframes, storyboards, user flows, process flows, and site maps to effectively communicate design concepts.
• Present designs and milestone deliverables to stakeholders for feedback and approval.
• Conduct user research and integrate feedback into iterative design improvements.
• Establish and promote design guidelines, best practices, and UI/UX standards.
• Analyze user needs and develop or customize software solutions to optimize operational efficiency.
• Collaborate on database design within an application area as needed, working independently or as part of a development team.
• Help support the development and use of Restful APIs.

Senior UI/UX Frontend Software Developer - TS/SCI

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
• Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
• Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
• Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
• - CBP web-based and client-based applications
• - Email and messaging systems
• - Mobile devices
• - Hardware (printers, desktops, laptops, peripherals)
• - Network connectivity
• - Workstation login and PIV card issues
• - Remote access, VPN, and DHS Workplace connectivity
• Perform password resets, account unlocks, and initial request intake in compliance with security policies.
• Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
• Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
• Monitor ticket status and proactively communicate updates and resolution progress to customers.
• Identify and escalate potential major incidents affecting multiple users.
• Participate in major incident bridge calls and communicate customer impact as required.
• Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
• Verify ACE Portal accessibility following scheduled maintenance or outage events.

Help Desk Specialist I – Tier 1 Agent

ServiceNow

• Lead the architecture, design, and implementation of ServiceNow solutions
• Translate customer requirements into scalable ServiceNow designs
• Serve as the senior technical advisor for ServiceNow projects
• Guide platform decisions related to configuration versus customization
• Lead discovery sessions, requirements workshops, process design sessions
• Communicate complex technical concepts clearly
• Provide hands-on support for ServiceNow configuration, development
• Ensure delivery teams maintain traceability from requirements to design
• Lead CMDB and CSDM design efforts
• Ensure ServiceNow solutions align with applicable security requirements
• Mentor ServiceNow developers, administrators, business analysts, testers

Senior ServiceNow Lead – Solution Architect

Customer Support

• Resolve high volumes of calls and tickets using prepared scripts and an extensive knowledge library
• Gather and verify applicant data while documenting every interaction with high detail
• Maintain a courteous demeanor with teammates and callers, including customers in crisis or with difficult situations
• Access the USCIS network 15 minutes before your published shift to ensure full coverage during hours of operation

Help Desk Specialist II – Tier 2 Advanced Support

Call Center Supervisor

Senior UI/UX Frontend Software Developer - TS/SCI

Help Desk Specialist I – Tier 1 Agent

Senior ServiceNow Lead – Solution Architect

Part Time Customer Service Representative, Bilingual