Service Center Frontline Account Manager
$61,100–$122,200 year
On-siteChantilly, Virginia, United States
Job Summary
Provide Tier 1 technical support via phone, email, and walk-up channels for a mission-critical government organization in a 24x7 environment. Handle inbound incidents, service requests, and technical issues across Windows, Linux, and network infrastructure by triaging tickets in a web-based CRM, performing initial troubleshooting, and escalating complex problems to Tier 2 teams. Monitor system performance and alerts, restart services and hardware as needed, and coordinate with global support teams to ensure service restoration within Service Level Agreements. Document resolutions, update knowledge bases, and contribute to continuous service improvement while maintaining strict compliance and security standards.
Required Qualifications
- Active TS/SCI with Polygraph
- Current DoD 8570 IAT Level II Certification (e.g., Security+)
- Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations
- Associate's Degree in a related technical field or 1 - 3 years of equivalent hands-on experience supporting enterprise IT operations in lieu of formal education
- 3 years of experience in Help Desk support, IT service desk, or systems administration roles
- Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels
- Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions)
- Understanding of basic networking concepts such as DNS, DHCP, TCP/IP
- Proficient in file/folder/share security within Microsoft environments
- Familiarity with RSA token administration or similar authentication systems
- Strong written and verbal communication skills, including the ability to effectively document issue resolutions and communicate technical details to both users and leadership
- Handle pressure, with the ability to manage high volumes of requests while maintaining quality and professionalism
- Skilled in multitasking and using web-based CRM/ticketing tools (e.g., ServiceNow) to log, track, and resolve incidents and service requests
- Motivated, proactive, and adaptable to dynamic mission and technology environments
- Ability to communicate and coordinate effectively across multi-location, highly visible government environments
Desired Qualifications
- Experience administering or supporting UNIX, Linux, and Windows server/client environments
- Knowledge of or hands-on experience with virtualization platforms, especially VMware
- Familiarity with enterprise monitoring tools such as HP OpenView or CA Concord
- HDI Customer Help Desk Analyst certification or equivalent
- Microsoft Office Specialist certification or demonstrable proficiency with Office suite
- Experience supporting or interacting with Enterprise Management Systems
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.