Customer Support Specialist 1-2

Role Overview As a Customer Support Specialist 1-2, you will be the primary point of contact for our users, delivering exceptional Tier 1 (Service Desk) and Tier 2 (Escalation) support. You will handle inquiries via phone, email, and chat, ensuring every customer feels heard, valued, and receives efficient IT problem resolution.

Key Responsibilities

Serve as the first point of contact for Tier 1 and Tier 2 technical support via phone, email, and chat. Ticket Management: Accurately record, categorize, prioritize, and track support tickets from the initial request through to resolution. Technical Troubleshooting: Resolve both basic and complex user and system issues using documented Standard Operating Procedures (SOPs).

System Operations: Monitor and support day-to-day IT operations, assisting with client, server, storage, and network devices. Proactive Communication: Keep customers informed by clearly communicating ticket follow-ups, system updates, improvements, and outages. Escalation Management: Effectively escalate critical issues and provide regular status updates to agency management and our global customer base.

Process Improvement: Actively participate in meetings to help refine and improve Help Desk processes and procedures. Global Customer Care: Deliver an empathetic, high-quality customer experience, maintaining patience and sensitivity to unique dialects for customers who speak English as a second language.

Qualifications

& Skills 0–5 Years (Level 1), 4-10 Years (Level 2) of relevant IT or customer service experience. Strong ability to prioritize tasks and execute them effectively in a high-pressure environment. Excellent customer service skills with a collaborative, team-oriented mindset. Schedule Requirements Shift: This role is part of a 24/7 support environment.

You will be assigned a fixed, non-rotating shift. Shifts hour options include 23:00 - 07:00, 07:00 - 15:00, and 15:00 - 23:00. The current openings include 15:00-23:00 and 07:00 - 15:00. Schedule rotations may include Sunday–Thursday, Tuesday–Saturday, or Monday–Friday. Flexibility: Availability to work weekends and holidays is required.

Clearance & Certifications Certification: Active CompTIA Security+ certification required. Clearance: Active Security Clearance with an appropriate Polygraph required. Position requires active Security Clearance with appropriate Polygraph Pay Range: $ 110,000-$155,000 Please note that the listed salary range for this position at M2 Technology Group is intended as a helpful guide, not a fixed guarantee.

We strive to build offers that are equitable and competitive by looking at a variety of factors. Your final compensation will be tailored based on your individual experience, educational background, specialized skills, and the specific demands of the role. Benefits!? Were glad you asked! Personal Time Off & Holidays Employees earn 20 Days of Personal Time Off Annually *Want more?

Earn an extra day every anniversary for up to 25 Days! 9 Paid Federal Holidays + 2 Floating Holidays Health Care, Dental & Vision Three Tiered Medical Plans from Care. First BCBS $5,500 Medical Opt-Out Dental, Vision, LTD and STD- 100% Company-paid 401k (Nothing but the best here!) 10% Employer Contribution (No match needed!)

7% Safe Harbor - 3% Profit Sharing Includes Safe Harbor and Profit Sharing

• Immediate Vesting! Training & Education Reimbursement Up to $7,500 Training/Tuition Reimbursements Flexible Additional Training Support Available Upon Request Charity Donation Match Feeling Charitable? $250 Annual Donation Match to any Charitable Organization Pet Adoption Need a furry companion? $250 Contribution Towards Pet Adoption Referral Bonus & Company Events $7,500 Referral Bonus Quarterly Happy Hours, Annual Picnic, Holiday Party, Movie Nights, All Hands Meet Ups Other Perks Swag Drops!, Flexible work schedule, Employee Appreciation Awards, Work Anniversary Gifts, Newborn Gifts Ready to join our team? M2 Technology Group provides high-assurance cyber and engineering support to federal, defense, and intelligence community programs. We bring that same rigor, discipline, and execution-focused approach to commercial assessments, delivering practical solutions designed for real-world operational environments. We also have amazing benefits, check them out below!