Jobs in the United States

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Added 2 mins ago
Senior Project Manager - Water
Default Brand
Remote, United States
Ulteig is seeking a Senior Project Manager - Water to provide independent direction and leadership for large, complex water resources, stormwater, and watershed projects and programs. This…
Added 4 mins ago
Director of Health & Wellness (Senior Living)
Discovery Commons at Wildewood
California, MD
Seaton Senior Living, part of the Discovery Senior Living family of companies, is a recognized industry leader in performance, innovation, and lifestyle personalization. As one of the…
Added 8 mins ago
Manager, Human Resources (Macedonia, OH DC)
Grainger Businesses
MACEDONIA, OH
The Manager, Regional Human Resources aligns business and people strategies to create a productive environment that delivers strategic HR planning and effective change management. The role…
Added 9 mins ago
Sr Product Manager - Clinical
Veradigm LLC
Raleigh, NC
The Senior Product Manager is an experienced individual contributor who owns a product area within Veradigm's clinical product portfolio. Reporting to the Director of Product Management,…
Added 10 mins ago
Client Service Manager, Government
GetWellNetwork, Inc.
Tampa, FL
Get Well’s Client Service Manager is responsible for effective product utilization and successful outcomes for the Get Well system at their designated client hospital. The Client Service…
Added 11 mins ago
Classified Cloud Senior Manager **Sign on Bonus Potential**
The Boeing Company
Hazelwood, MO
The Boeing Company is currently seeking a Classified Cloud Senior Manager to join the team in Hazelwood, MO.
Added 17 mins ago
Manager, Talent Acquisition - Nursing & Nursing Support
Atlantic Health System
Morristown, NJ
This position partners closely with nursing executives, operational leaders, Human Resources, Workforce Planning, Nursing Education and other key stakeholders to translate current and…
Added 21 mins ago
Dir Alum & Athletic Rel
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Added 22 mins ago
Bilingual Human Resources Manager
United States
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Added 26 mins ago
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United States
- $160,000 USD / year
Tishman Speyer Leadership Development Program – 2027 Summer Associate
Added 28 mins ago
Senior Program Manager II - CA 988/MTAC Deputy Director
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Remote, United States
Advocates for Human Potential, Inc. (AHP), is seeking a Senior Program Manager II who will also serve as the deputy director for AHP’s California 988 and Mobile Crisis Project in the Center…
Added 30 mins ago
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Healthcare Operations Facility Administrator
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- $71,000 to $166,000 USD / year
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Added 30 mins ago
Healthcare Operations Facility Administrator
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Added 33 mins ago
Senior Cloud Engineer
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Remote, United States
CACI’s EITaaS Program is a Department of the Air Force initiative, which includes the Air Force and Space Force. EITaaS will transform the Dept. of the Air Force IT services from an…
Added 34 mins ago
Alliance Sales Executive, Associate Director, IBM - Healthcare, Life Sciences and Government
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Iselin, NJ · Washington, DC · Hoboken, NJ · Atlanta, GA · Boston, MA · Philadelphia, PA · Stamford, CT · McLean, VA · Chicago, IL · Jericho, NY · New York, NY
Faster drug discovery and clinical development
Added 36 mins ago
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- $41.35 to $52.88 USD / hour
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Added 46 mins ago
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Added 49 mins ago
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Added 50 mins ago
Manager, Pricing Product & Operations for Success Plans
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Added 55 mins ago
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Senior Facilities Service Manager - Mechanical (Abilene, TX)
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Abilene, TX
- $126,200 to $264,100 USD / year
As Senior Facilities Service Manager – Mechanical, you will lead the onsite mechanical service and maintenance team responsible for the safe, reliable, and efficient operation of…
Added 55 mins ago
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Senior Facilities Service Manager - Mechanical (Abilene, TX)
Oracle
Abilene, TX
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As Senior Facilities Service Manager – Mechanical, you will lead the onsite mechanical service and maintenance team responsible for the safe, reliable, and efficient operation of…

Astraeus Operations LLC

Customer Support Specialist

UNAVAILABLE, VA, United States

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Job details

Apply by: Nov 2, 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 2, 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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