Technical Customer Service Associate II

We are seeking motivated individuals to join our team in Oklahoma City, OK as a Technical Customer Service Associate II. In this role, you will provide advanced technical support for complex incidents and service requests that cannot be resolved at Tier 1. This role is responsible for in-depth troubleshooting, root cause analysis, and restoring service across enterprise systems while ensuring minimal disruption to business operations.

This is a fast-paced, 24/7 environment with needs for flexible scheduling (including days, nights, and swing shifts).

Key Responsibilities

• Evaluate and prioritize incoming support requests, ensuring proper categorization and routing
• Perform first-line troubleshooting and resolve basic technical issues
• Escalate complex issues to specialized teams with clear documentation
• Use ServiceNow for ticket management, tracking, and reporting
• Identify recurring issues and recommend process improvements

Qualifications

• Ability to obtain and maintain a DoD Clearance (we will sponsor if you do not have one)
• High School diploma 6+ years of technical IT troubleshooting experience
• Strong communication skills (written and verbal)
• Ability to work effectively in a team environment
• Knowledge of service desk operations and ticketing systems
• Experience supporting end-user devices and common applications
• Security+ Certification or the ability to study for an obtain Security+ Certification within 90 days of hire.