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Customer Service Representative-Level 2


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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community.  We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.  

Some of the positions are future positions.  Please look at the opening line of the job description to determine if this is an open or future position.


Our positions are not remote unless stated in the job description below.

We are looking to fill this position at the following location(s):

    Colorado Springs, CO

Job Description

Customer Service Representative-Level 2:

IC-CAP has an immediate openings for Level 2 Customer Service Representative positions in Annapolis Junction and Colorado Springs. The Customer Service Representative Level 2 will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and infield customer engagement support. IC-CAP will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level. We will only consider candidates who have prior Help Desk experience.

Job Description:

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. 

Essential Job Functions:

  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.

  • Provides polite and customer friendly service support for problem resolution

  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions in incident database tools

  • Possesses current working knowledge of computers, printers, laptops and common windows applications

  • Works through various types Tier II issues with telephone assist

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability


  • MIDS – 6:00 pm – 6:00 am, Saturday and Sunday Only.

  • Flexibility necessary

Education and Experience:

  • High School Diploma/ GED + Relevant experience: 3 years + CCC   Academy graduate

  • Associates Degree + Relevant experience: 1 year + CCC Academy   graduate

  • Bachelors Degree + Relevant experience: 0 years + CCC Academy   graduate

  • Masters Degree + Relevant experience: 0 years + CCC Academy   graduate

  • PhD + Relevant experience: 0 years + CCC Academy graduate

Training and Certifications:

  •  8570 IAT II certification within 120 days of start date

  • A+, HDI, ITIL Foundation OR Microsoft 365 within 120 days of start date

Security Clearance:

  • TS SCI

  • CI poly

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Customer Service Representative-Level 2
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