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Added 3 mins ago
GL
Director of US Oncology Portfolio Delivery
GlaxoSmithKline LLC
PA
- $169,500 to $282,500 USD / year
…for a portfolio of assets, and manages the activities of US Program Leads (PLs) and US Local Delivery Leads (LDLs) to ensure the delivery of all oncology clinical studies to the required…
Added 6 mins ago
BE
Sales Team Manager (on-site)
Bish Enterprises
Giltner, NE
- $55,000 to $100,000 USD / year
Bish Enterprises is seeking a hands-on, performance-driven Sales Team Manager to lead and strengthen our sales organization. This role is designed for a leader who is comfortable managing…
Added 11 mins ago
J
Festival Manager, Community House
Jobgether
Remote, United States
- $1,111.23 USD / week
…partners, vendors, and internal teams to deliver a diverse program of panels, events, performances, and gatherings. Combining creative programming with hands-on event operations, you will…
Added 12 mins ago
E
Medical Field Case Manager
Enlyte
Raleigh, NC
- $71,000 to $85,000 USD / year
Registered Nurse (RN), Nursing, Home Care Registered Nurse, Emergency Room Registered Nurse, Clinical Nurse, Nurse Case Manager, Field Case Manager, Medical Nurse Case Manager, Workers’…
Added 21 mins ago
Technical Lead
City of New York
Brooklyn, NY
OTI is seeking a highly skilled Technical Lead to deliver mission-critical City applications to our constituents and City agencies while leveraging modern engineering practices, automation,…
Added 21 mins ago
Technical Lead, Web Content Management Systems (WCMS)
City of New York
Brooklyn, NY
OTI is seeking a highly skilled Technical Lead in Web Content Management Systems (WCMS) to deliver mission-critical City information to our constituents while leveraging modern tools,…
Added 41 mins ago
AA
Information Technology Project Manager
Animal and Plant Health Inspection Service
Edinburg, TX
- $106,437 to $138,370 USD / year
As an Information Technology Project Manager at Moore Air Base (MAB) in Edinburg, TX you would be filling a critical role in support of the nation's New World Screwworm response activities.…
Added 44 mins ago
FS
Forester
Forest Service
Coeur d'Alene, ID
- $75,068 to $97,593 USD / year
…operating plans; determines financial needs of the resource program and prepares recommendations for budgetary requirements of equipment, material, and personnel. | Responsible for the…
Added 44 mins ago
FS
Forester
Forest Service
Kalispell, MT · Hamilton, MT
- $89,508 to $116,362 USD / year
Plans, evaluates, and provides professional leadership to the overall Forest Timber Sale Administration Program and assures work meets Forest and Regional standards. | Participates as an…
Added 44 mins ago
FS
Forester
Forest Service
Helena, MT · Bozeman, MT · Billings, MT · Yreka, CA
- $74,678 to $116,362 USD / year
The incumbent serves as the timber program manager in the Vegetation Management/Natural Resources staff area.
Added 44 mins ago
VH
Licensed Vocational Nurse- Oncology (Intermittent)
Veterans Health Administration
Loma Linda, CA
- $58,741 to $93,292 USD / year
…care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. The LVN performs within this functional statement under guidance of the Nurse…
Added 44 mins ago
VH
Supervisory Medical Support Assistant
Veterans Health Administration
Reno, NV
- $71,607 to $93,086 USD / year
…Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider. The teamlet provides the majority…
Added 44 mins ago
VH
Medical Records Technician (Coder - Inpatient)
Veterans Health Administration
Lexington, KY
- $38,163 to $76,144 USD / year
works within a team environment; supporting peers in meeting goals and deadlines, coping with frequently changing projects and deadlines
Added 44 mins ago
BO
Budget Officer
Bureau of Land Management
Location Negotiable After Selection · Billings, MT
- $106,437 to $138,370 USD / year
…spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to…
Added 46 mins ago
VH
Registered Nurse- Outpatient Mental Health (Murfreesboro)
Veterans Health Administration
Nashville, TN
- $81,958 to $141,398 USD / year
…and/or directs safety concern resolution and collaborates with program leadership to help improve patient and program outcomes; and directs team response to psychiatric and medical…
Added 46 mins ago
VH
Inventory Management Specialist - Non-Expendable (NX)
Veterans Health Administration
Baltimore, MD
- $57,736 to $91,815 USD / year
…MD. The Inventory Management Specialist serves as a Property Manager in the Material Management Division of the Logistics Service in the VA Health Care System responsible for the inventory…
Added 46 mins ago
VH
Registered Nurse-Home Based Primary Care Outpatient Staff
Veterans Health Administration
Scottsburg, IN
- $74,486 to $133,592 USD / year
…coordination, as it pertains, to Veterans, their care within the HBPC Program and is responsible for case management, assessment, triage, Veteran education, resource coordination,…
Added 46 mins ago
VH
Boiler Plant Operator
Veterans Health Administration
Hines, IL
- $32 to $37 USD / hour
…processes to include, sanitation, infection control and a healthful environment for the delivery of health care. The plant is operated in a safe and economical…
Added 46 mins ago
VH
Physical Therapy Assistant
Veterans Health Administration
Saginaw, MI
- $40,736 to $72,644 USD / year
Modifies intervention environment, tools, materials and activities in response to each veteran's response to treatment.
Added 46 mins ago
VH
Healthcare Engineer - Network
Veterans Health Administration
Lexington, KY
- $105,366 to $136,979 USD / year
…operation of special purpose networked systems that are mission-critical to patient care, life safety, and regulatory compliance within a complex medical center environment. The position…
Added 48 mins ago
VH
Healthcare Engineer- Project
Veterans Health Administration
Lexington, KY
- $61,685 to $136,979 USD / year
Provides a broad review of engineering disciplines when applied to a healthcare environment to support construction document reviews and preparation.
Added 48 mins ago
VH
Healthcare Engineer (Plumbing Engineer)
Veterans Health Administration
Northport, NY
- $130,369 to $169,484 USD / year
…cultural resources, in accordance with the goals of the VA GEMS program, plans, designs, and oversees major healthcare system…
Added 48 mins ago
VH
Pharmacist - Facility Program Manager
Veterans Health Administration
Saginaw, MI
- $143,016 to $185,923 USD / year
The primary responsibility of the Clinical Program Manager, Pharmacy, is to assume responsibility for assigned Clinical Pharmacy Services and supervise assigned staff and clinics.
Added 48 mins ago
VH
Medical Supply Technician (Sterile Processing)
Veterans Health Administration
Augusta, ME
- $40,440 to $73,600 USD / year
Receives contaminated critical and semi-critical RME in decontamination area.
Added 48 mins ago
VH
Medical Supply Technician (Sterile Processing)
Veterans Health Administration
Augusta, ME
- $40,440 to $73,600 USD / year
Receives contaminated critical and semi-critical RME in decontamination area.

Astraeus Operations LLC

Customer Support Specialist

UNAVAILABLE, VA, United States

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Job details

Apply by: Nov 9, 2027
Experience: 2+ years of experience in technical customer support, enterprise helpdesk, or IT Service Management (ITSM) in an SLA-driven environment.
Posting language: English
Posted: Nov 9, 2024

Original job description

Overview

Customer Support Specialist

Tysons Corner, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Astraeus Operations (AO) is an SBA-certified 8(a) Small Disadvantaged Business (SBD) subsidiary of the Chenega Corporation, an Alaska Native Corporation (ANC). We are a small business with large business capabilities due to our shared-services Program Management Office (PMO) structure. Through our ISO 9001:2015 certification, we can accomplish the full range of contract services including financial, human capital, recruiting, procurement, security, and technical resources to achieve contract mission requirements. As a result, our ‘small business – big capability’ dynamic benefits our clients through consistent communications and straight-lined workflows, ensuring our accountability to our clients for successful mission fulfillment.

In plain terms, our clients gain a team that’s on the same page to achieve and support the client’s mission. We vigorously respond to clients’ requests without additional costs, delays, or inefficiencies that are often experienced with larger, more cumbersome organizations. AO is eligible for sole source, direct awards up to $100M for DOD and up to $25M for other federal agencies, without J&A. Astraeus is the easy button for a client wishing to take advantage of the rapid, agile, and flexible sole source procurement option. Combined with the shared PMO services, Astraeus offers highly competitive labor rates to fulfill day-to-day contract operations.

The Customer Support Specialist provides on-site Tier 1 technical customer support for Google Public Sector’s (GPS) sovereign and classified cloud environments within the USG2 Department of Defense enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with scope designed to expand to current and future Google sovereign infrastructure, appliances, and air-gapped products. As part of a unified 24/7/365 frontline operations team, the specialist manages customer intake, priority-based response and follow-up timelines, maintenance and outage communications, and formal incident-report drafts while retaining end-to-end ServiceNow customer case ownership through resolution, including during Google engineering consults. The role partners with Systems Engineers for technical triage and mitigation, Senior Operations Leads for quality review and escalation coordination, and Google Program Management Office (PMO) and Technical Account Manager (TAM) teams for customer and operational alignment.

Responsibilities

Provide frontline technical customer support through ServiceNow, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps.
Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours). Provide regular customer updates with a clear next-update date, time, and time zone.
Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps. Maintain case records, follow-on actions, and incident-report drafts; transfer ownership only with Google manager approval.
Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering.
Coordinate with Google PMO and TAM teams on open cases, maintenance, and government deliverables; analyze customer concerns and operational requirements, provide guidance regarding case status and support options, and communicate relevant meeting outcomes and action items through approved channels and data-handling practices.
Provide clear shift handoffs, promptly accept incoming active cases, and maintain continuity of customer support and case ownership.
Support assigned shifts within the continuous operations model, including weekends, holidays, and severe weather. Maintain phone and shift-channel reachability, respond to urgent Google operational inquiries within 15 minutes, and coordinate queue coverage.
Analyze case trends, customer feedback, and recurring support issues to identify service-quality gaps and recommend improvements to customer support processes and workflows; support accreditation and COOP activities and evaluate workflow adaptations needed for new sovereign or classified products.
Other duties as assigned.

Qualifications

2+ years of experience in technical customer support, enterprise helpdesk, or IT Service Management (ITSM) in an SLA-driven environment.
Strong hands-on experience with ServiceNow case management and issue tracking tools.
Possess and maintain an active DoD 8140/IAT Level II qualifying certification.
Successfully complete Google’s extended workforce onboarding and badging process and maintain compliance with applicable government-contract requirements, including mandatory security and cyber training.
Active TS clearance with SCI eligibility.
Successfully pass background and drug screening.

Preferred Qualifications:

Bachelor’s degree in technical field or equivalent military/industry experience.
Prior experience operating in classified SCIF environments or handling sensitive or classified data.
Prior experience supporting Google Cloud or Google Distributed Cloud (GDC).
ITIL v4 certification.

Knowledge, Skills and Abilities:

Foundational understanding of cloud and networking concepts to guide customers through initial intake and triage.
Knowledge of technical customer support, IT Service Management (ITSM), and SLA-driven case management.
Ability to independently manage customer cases through resolution using ServiceNow, analyze available case information, determine appropriate follow-on actions within established procedures, and coordinate engineering consultation when required.
Strong written and verbal communication; ability to translate technical information into clear customer updates, service notices, and incident reports.
Understanding of cloud services, networking, and air-gapped environments sufficient to analyze customer-reported issues, assess operational impact, provide informed customer guidance, and determine when specialized technical consultation is required.
Strong organization, attention to detail, and time management to prioritize cases, meet response and follow-up commitments, and maintain clear shift handoffs.
Ability to collaborate with technical, operations, and customer-facing teams and follow established review and escalation procedures.
Ability to protect sensitive and classified information and follow security, access, and data-handling requirements.
Ability to analyze case trends, customer feedback, and operational data to identify recurring issues and recommend improvements to customer support processes and service quality.
Ability to support assigned shifts and continuity operations, maintain on-shift reachability, and adapt to new products and changing mission needs.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

#Astraeus Operations

Estimated Salary/Wage USD $125,000.00/Yr. Up to USD $130,000.00/Yr.

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More about this job

Skills

Customer service
ISO 9001
GPS
ServiceNow
Program management
Microsoft Office
Workflow
Technical support
IT service management
Case management
Onboarding
Regulatory compliance
Google Cloud
ITIL
Communication skills
Attention to detail
Time management

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