Tier 2 Support Specialist II - U.S. Citizenship Required

Description: ZenPoint Solutions LLC (“ZenPoint Solutions”) is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join our team and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions. Clearance Requirement: Candidates must hold and maintain an active Secret clearance Work Location: Beltsville, MD Work Schedule: Requires five (5) days onsite at the customer's facility Position Overview: ZenPoint Solutions is seeking a Tier 2 Support Specialist II responsible for providing advanced technical assistance and problem resolution to customers. This role serves as an escalation point from Tier 1 support, handling more complex issues that require in-depth technical knowledge and troubleshooting skills. The Tier 2 Support Specialist will work to ensure customer satisfaction by diagnosing, researching, and resolving technical problems in a timely and effective manner. They will also contribute to the development of knowledge base articles and training materials to improve overall support efficiency. Requirements: Provide advanced technical support to customers via phone, email, chat, or other support channels Diagnose and resolve complex hardware, software, and network issues Escalate unresolved issues to Tier 3 support or engineering teams, providing detailed information and documentation Reproduce customer issues to aid in problem resolution and root cause analysis Collaborate with other support team members, engineers, and developers to resolve customer problems and improve product quality Monitor system performance and identify potential issues Perform system configuration, updates, and maintenance as needed Manage and prioritize multiple support cases effectively Ensure adherence to service level agreements (SLAs) and customer satisfaction goals Required Qualifications: Candidate must be a United States Citizen and present proof of Citizenship, if selected Bachelor's degree in Information Technology, Computer Science, or a related field 3+ years of experience in a technical support role, with at least 1+ years in a Tier 2 capacity Strong knowledge of operating systems (Windows, macOS, Linux), hardware, software applications, and networking concepts Experience with troubleshooting and resolving complex technical issues Excellent problem-solving, analytical, and diagnostic skills Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users Customer-focused attitude with a commitment to providing excellent service Ability to manage time effectively and prioritize tasks Strong documentation skills Bonus Qualifications: Experience with remote support tools Experience with cloud technologies (e.g., AWS, Azure, Google Cloud) Experience with database systems No recruitment agencies, please. Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax basis. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program. Commitment to Equality: At ZenPoint Solutions, we value diverse perspectives and are committed to providing equal employment opportunities. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected under applicable federal, state, or local laws.