IT Call Center Team Member - San Antonio, TX - TS/SCI Full Scope Polygraph Information Technology

IT Call Center Team Member needed for an opportunity with SOC's client to work in San Antonio, TX.

Clearance required: TS/SCI with Full Scope Poly

Work Shift: Weekend Nights - Friday through Monday (Fri. & Mon. are 6pm-3am; Sat. & Sun. are 6pm-6am)

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
  
• Integrate technical knowledge and business understanding to create solutions for customer.
  
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
  
• Act as a consultant in service delivery business, technology, industry or specific application.
  
• Resolve technical and some business incidents independently.
  
• Mentor/assist less-experienced team members on complex incidents.
  
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  
• Review support plan for business indicators and map to company service solutions.
  
• Develop and grow assigned customer account relationships with complex and strategic accounts.
  
• Act as trusted advisor in the consultant role for customer and company sales teams.
  
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
  
• Provide suggestions for operational efficiencies.
  
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
  
• Lead Customer Expectation management as part of escalation process.
  
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.
  

• Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation.
  
• Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting.
  
• Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting).
  
• Ability to operate within and follow strict protocols in air-gapped and secure network environments.
  
• Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously.
  
• Strong attention to detail with the ability to accurately document technical information and customer interactions.
  
• Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices.
  
• Excellent verbal and written communication skills with a professional phone presence.
  
• Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment.
  
• Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions.
  
• Ability to work independently as well as collaboratively within a team-oriented operations environment.
  

• Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired.
  

Employment Pre-requisites

The following requirements must be met to be eligible for this position: Successful completion of a background investigation, and drug urinalysis.

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.

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