Customer Service Representative, Senior

Position Overview The Customer Service Representative, Senior provides advanced technical support for users of enterprise IT services in a highly regulated federal environment. The role owns complex incidents and service requests, performing deep diagnostics across hardware, operating systems, productivity and collaboration tools, and line-of-business applications while coordinating with higher-tier teams to drive resolution and meet service-level commitments. It also serves as a subject-matter resource on the service desk, strengthening documentation, knowledge articles, and user training to reduce repeat incidents and improve self-service.

Key Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity applications, collaboration platforms, and specialized mission systems using structured diagnostic methods and remote support tools.
• Maintain high-quality ticket hygiene in IT service management platforms by capturing detailed work notes, accurate categorization, and linkage to related incidents, problems, and changes.
• Create and update end-user documentation, how-to guides, and knowledge articles based on frequently asked questions and recurring issues.
• Reinforce security policies, acceptable-use guidelines, and data-handling requirements while assisting users with access, configuration, and remediation actions.
• Partner with infrastructure, application, and security teams on escalations, providing clear problem descriptions, reproduction steps, and recommended next actions.
• Provide informal coaching and guidance to junior and mid-level service desk staff by sharing best practices and advanced troubleshooting techniques.

Required Qualifications

• Associate's degree in IT, Computer Science, or a related field, or equivalent relevant wor