Customer Service Representative, Junior Full Time

Resonance CX Partners’ mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Employer Industry: Information Technology Services in a Government Environment

Why Consider This Job Opportunity

• Opportunity for career advancement and growth within the organization
• Supportive and collaborative work environment
• Chance to work in a highly regulated government environment with mission-critical systems
• Comprehensive training and exposure to IT service management tools
• Ability to work in a high-volume support environment, enhancing problem-solving and communication skills

What To Expect (Job Responsibilities)

• Perform initial triage and basic troubleshooting for routine end-user issues involving workstations, approved software, printing, email, and account access
• Accurately record incidents and service requests in IT service management tools, ensuring efficient handling by higher-tier teams
• Follow defined escalation paths and maintain courteous communication with users during support interactions
• Guide users through standard tasks such as password resets and accessing approved resources
• Document known error resolutions and straightforward fixes to aid future incident handling

What Is Required (Qualifications)

• Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience
• 0-3 years of experience in IT support, service desk, or related customer-facing technical roles
• Foundational understanding of IT support principles and familiarity with IT service management tools
• Good problem-solving, analytical, communication, and interpersonal skills
• Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required

How To Stand Out (Preferred Qualifications)

• Bachelor’s degree in an IT-related field
• Exposure to ITSM tools such as ServiceNow for logging and tracking tickets
• Entry-level certifications such as CompTIA A+ or ITIL Foundation
• Familiarity with agency or federal IT environments and related policies

#InformationTechnology #GovernmentServices #CustomerSupport #CareerGrowth #ITSupport

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

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