Customer Service Rep - Network & IT Infrastructure

Customer Service Representative - Network & IT Infrastructure

Location : Washington, DC 20515 - On-site Clearance : US Citizenship and the ability to pass a background check is required. Experienced in coordinating high-speed internet and VoIP installations in secure government facilities, including those within the legislative branch. 2+ years of experience in customer service or administrative support role. Strong organizational skills with the ability to manage multiple tasks, requests, and deadlines concurrently. Excellent verbal and written communication skills to effectively interact with internal teams and external vendors. Experience with Remedy or similar ticketing and incident management systems. Fundamental understanding of Network and Technology Infrastructure components, including internet connectivity, structured cabling, and site survey processes. High attention to detail with strong documentation and record-keeping practices. Ability to work collaboratively within a team-oriented environment and engage professionally with a diverse range of stakeholders.

Description of Work : Serve as the first point of contact for incoming service requests related to district office technology installations. Coordinate and schedule site visits between district office staff and technology vendors (e.g., ISPs, cabling contractors). Use Remedy ticketing software to create, manage, and close support tickets accurately and timely. Maintain clear, professional, and timely communication with internal HIR teams, district office staff, and external vendors. Document all interactions, updates, and scheduling details within appropriate systems to ensure full traceability. Track and follow up on pending requests to ensure resolution and closure. Assist with updating internal tracking systems and documentation related to vendor activities. Provide regular status reports or updates to supervisors and project leads as needed. Performing other official duties as assigned.