Senior Customer Service Representative
Bethesda, MD 
Posted 12 days ago
Job Description


Decypher is seeking Senior Customer Service Representative candidates to support the Naval Surface Warfare Center, Carderock Division (NSWCCD) at West Bethesda, MD. This position works with UC Service Desk Lead and tracks problem reporting and resolution. In Addition, coordinates NMCI service delivery to remote site locations and maintains NMCI documentation and signed agreements. Reports are generated for management analysis and gathering metrics for status reporting. Delivers customer support services, including installation, troubleshooting, and customer assistance, in response to customer requirements. US Citizenship and active SECRET clearance required.

About Decypher

Decypher is a leading integrator of professional, technology, and management solutions and services. We provide our services globally to Federal, Commercial, Local and State clients. Our employees are our most valuable asset and play an integral role in the success of Decypher and our clients. Working at Decypher is not a job, but a career where your talent and energy is respected, and you can personally make a difference. Decypher invites you to join our professional team. Decypher is an equal opportunity/affirmative action employer committed to diversifying its workforce (M/F/D/V).

Required Certification

One of the following DoD IAT II 8570.01 baseline certifications:

  • Cisco Certified Network Associate-Security (CCNA-Security)
  • CompTIA Cybersecurity Analyst (CySA+)
  • GIAC Global Industrial Cyber Security Professional (GICSP)
  • GIAC Security Essentials (GSEC)
  • CompTIA Security+ CE
  • EC-Council Certified Network Defender (CND)
  • (ISC) Systems Security Certified Practitioner (SSCP)

Additional Required Certification / Training

Current Microsoft Operating System training or certification.

Required Experience and Skills

Five years of experience working with Microsoft Office 365 suite, Navy Marine Corps Intranet (NMCI) (or equivalent) systems , NMCI Navy Enterprise Tool (NET), and Seat Resource Management (SRM)), supporting the NMCI contract (or equivalent) including documenting and tracking seat order and delivery status, promulgating changes and information to users, validating services are delivered, customer support, financial reporting to divisional management, account creation, and oversight of the Move/Add/Change (MAC) process. Shall have experience with Microsoft Office 365 suite.

Required Clearance

  • US Citizenship and active SECRET clearance required.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
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