421 Call Centers jobs in Maryland

**Tuknik Government Services,** a Koniag Government Services company, is seeking a Customer Service Representative to support **TGS** and our government customer in Baltimore, MD. **This position requires the candidate to be able to obtain a Public Trust.**
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.
**Essential Functions, Responsibilities & Duties may include, but are not limited to:**
+ The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
+ The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
+ Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
+ Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.
**The Contractor Shall:**
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems.
+ Accept and process virtual call inquires for hardware and software.
+ Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level 2).
+ Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
+ Resolve all tickets only when a problem has been rectified to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
+ Gather information and follow required diagnostic procedures.
+ Responds to email in a timely manner
+ Adhere to the Call Center Policy Document
+ Adhere to the Standard Operating Procedures (SOP).
**Requirements:**
+ Applicants must be able to, with or without reasonable accommodation:
+ lift and carry up to 50 pounds (telework carrying equipment)
+ Navigate from the parking lot to the entrance and then to the designated workspace
+ Work a minimum of 8 hours with a 30-minute lunch break
+ Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
+ Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
+ Must live within 2 hours travel of the designated call center for which they are applying.
**Education:**
+ The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
+ Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
+ Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.
**Requirements:**
+ Must be able to obtain a Public Trust clearance
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
_Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit_ _ Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Help Desk Support Tech**
**Pay Type** **Hourly**

Help Desk Specialist
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel:
* * *
**Exciting Opportunity: Join Our Innovative Team!**
Be a part of our cutting-edge Secure the Enterprise initiative! We are transforming our system security evaluation and authorization process. This role is at the forefront of this exciting change, focusing on automation, streamlined processes, continuous monitoring, and comprehensive network data gathering throughout the project lifecycle.
**Why You'll Love This Job:**
+ **Be a Change-Maker:** Contribute to a revolutionary shift towards automated security processes.
+ **Collaborative Environment:** Work closely with various teams to ensure smooth operations and enhanced security posture.
+ **Customer-Centric:** Be the first point of contact for our valued LA customers, providing top-notch support and ensuring their needs are met.
+ **Continuous Learning:** Engage with the latest technologies and practices in cloud services, automation, and system administration.
**Responsibilities:**
+ Enhance our project's compliance and security framework.
+ Develop and deliver automation solutions that empower other teams to operate efficiently.
+ Serve as the primary support contact for LA customers, addressing ticket and email requests promptly.
+ Communicate important updates, outages, and news to keep everyone informed.
+ Create comprehensive FAQs and documentation to assist end users.
**Qualifications:**
_Required:_
+ An active NSA TS/SCI with Polygraph.
+ Bachelor's degree in a Technical, Math, or Business discipline (or equivalent experience) and 2 years of Help Desk experience (OR) An Associate's degree with 4 years of Help Desk experience or 6 years of Help Desk experience may be substituted for a bachelor's degree.
+ Proven expertise in Linux system administration.
+ Hands-on experience with Docker.
+ Solid background in AWS, C2S, or other cloud platforms.
+ Proficiency in GitLab Pipeline.
+ Experience with Ansible Pipeline.
_Desired:_
+ Knowledge of Elasticsearch.
+ Experience in cloud hosting and automation.
What We Offer:
+ A dynamic and supportive work environment.
+ Opportunities for professional growth and skill development.
+ The chance to make a significant impact on our security infrastructure.
**Ready to Make a Difference?**
Apply now and join our team of innovators dedicated to securing the future of our enterprise!
This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$49,900 - $100,000
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

HELP DESK SPECIALIST

Project

Help Desk, Application and System Support

Client

State of Maryland

Agency

Register of Wills (ROW)

Location

Maryland statewide (24 ROW Offices) + Annapolis Data Center (Annapolis, MD)

Contract Duration

5 Years (with 5 years renewal option)

Interview Type

Virtual (Microsoft Teams) / Onsite as required

Tentative Start Date

Nov 2025

Deadline

October 30, 2025

Project Overview

The Register of Wills (ROW) Department is charged with the protection of Maryland’s Generational Wealth and requires IT services to develop, maintain, and operate applications and a distributed network of PCs, peripheral equipment, and servers. ROW operates in twenty-four (24) local jurisdictions (twenty-three (23) counties and Baltimore City), hereinafter referred to as “ROW Offices.” The ROW client/server application is served by central servers installed within the Comptroller of Maryland’s Annapolis Data Center. The network consists of approximately four (4) central servers, twenty-four (24) office support servers, twenty-six (26) routers, 350 workstations, 260 printers, and 200 scanners. The twenty-four (24) ROW LANs are linked by a Wide Area Network (WAN) to central servers housed at the Annapolis Data Center.

Duties/ResponsibilitiesReview current ROW IT systems, such as network, software, and hardware features, for any errors or issues.Provides technical end-user support, including researching user complaints, researching issues, answering   technical questions, and/or assisting with application revisions.Collaborate with the ROW Technical Committee to determine which system requirements are necessary to remain efficient.Assist in developing new ROW IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.Create analysis reports that represent the cost-benefit of any proposed upgrades.Assist the ROW IT team in implementing any new system that has been developed and is ready for deployment.Test and troubleshoot any recently implemented plans to ensure efficient operations.Maintains various records and/or documentation.Develop Instruction Manuals.Train ROW employees on how to use the new systems through training programs and documents.Gather and analyze system requirements.Design and document systems.Facilitate communication between stakeholders.Ensure system quality and performance.Manage system implementation and integration.RequirementsEducation

Bachelor's degree in IT, Information Systems, or related field.

Required ExperienceMinimum of seven (7) years of experience in a business IT environment with emphasis on PC hardware and applications.Key experience with managing systems like Active Directory, supporting a LAN/WAN environment, handling Microsoft Office 365, and using advanced ticketing systems.Five (5) years’ experience installing, configuring and supporting Microsoft Windows 7/10Pro, Office and Office 365 cloud services.Five (5) years’ experience providing remote and on-site support of hardware and packaged software over a WAN.Five (5) years’ experience installing, configuring, operating, managing, and troubleshooting problems on a WAN consisting of Cisco routers and switches.Five (5) years’ comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and, have a positive customer service attitude.Hands-on experience troubleshooting PCs, printers/scanners, and standard office applications.Experience creating user guides/instruction manuals and delivering end‑user training.Familiarity with ticketing systems, escalation procedures, and SLA-driven support.Ability to elicit, document, and communicate system requirements and translate them into actionable tasks.Strong communication and customer service skills; ability to collaborate with technical and business stakeholders.BenefitsStandard Employee Benefits. 50% Health Insurance Paid by Innosoft, Paid Vacation, 401K Match, STD LTD and AD&D paid by Innosoft. See attached Innosoft Benefits Guide.

We have an outstanding Contract position for anIT Help Desk Technicianto join a leading Company located inLaurel, MD.
**Work location 100% onsite in Laurel, MD***
**U.S. Citizenship is required.**
**Candidate must be able to obtain and maintain a Secret Security Clearance.**
Please click on this link if you have any questions on how to obtain a clearance: are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation . We are ranked as one of Computerworld 's Top Places to Work in IT for the last six years and are wanting to add bright, dedicated hardworking technicians to our team.
Job Responsibilities:
+ Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk.
+ Create , maintain, and modify user accounts for network and business applications.
+ Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
+ Solve problems using documented processes where available and best practices where not.
+ Assist teams with incident response support and be involved in the development and presentation of training sessions.
+ Provide appropriate documentation on services provided and status updates as needed.
+ May drive vehicles to deliver computer parts or accessories around the Lab as needed.
Basic Hiring Criteria:
+ Possess a Bachelor's degree or at least 5+ years of recent IT related work experience
+ Must have at least 5 years Tier 2 IT Technical support experience
+ Must be able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information.
+ Eligibility requirements include U.S. citizenship.
+ Must have a Valid Driver's license (MVR check required)
+ Must be able to work 100% onsite in Laurel, MD
Desired Qualifications:
+ Possess a Bachelor's degree in an IT-related field.
+ Have 2+ years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.
+ Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS.
+ Possess any of the following certifications: ITIL, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.
Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
+ The California Fair Chance Act
+ Los Angeles City Fair Chance Ordinance
+ Los Angeles County Fair Chance Ordinance for Employers
+ San Francisco Fair Chance Ordinance

Help Desk Specialist II
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
* * *
**The Opportunity:**
Join our Secure the Enterprise initiative and be a part of transforming our system security evaluation and authorization process. We are shifting from a manual approach to a new model that emphasizes automation, streamlined processes and approvals, continuous monitoring and assessment, and network data gathering across the entire project lifecycle. This is an exciting opportunity to help build a more secure and efficient future.
**Responsibilities:**
+ Facilitate infrastructure management, continuous integration, environment configuration, and deployment.
+ Support the project's compliance and security posture.
+ Focus on delivering automation that enables all other teams to operate smoothly.
**Qualifications:**
_Required:_
+ An active NSA TS/SCI with Poly.
+ 5 years of Help Desk experience with a Bachelor's Degree in a Business, Technical, or Math-related field.
+ Alternatively, an additional 7 years with an Associate's Degree or an additional 9 years of experience may be substituted for the Bachelor's Degree.
+ Demonstrated experience of at least 2 years within the relevant domain area.
+ Strong experience in:
+ Linux system administration
+ Docker
+ AWS, C2S, or other cloud experience
+ GitLab Pipeline
+ Ansible Pipeline
_Desired:_
+ Experience with Elasticsearch.
+ Experience with cloud hosting and automation.
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$59,600 - $122,100
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

**Description**
**System Engineer / Help Desk Analyst**
**Leidos** has a new and exciting opportunity for a **Senior Information System Security Engineer** in our **National Security Sector's (NSS) Cyber & Analytics Business Area (CABA)** . Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. At **Leidos** , we offer **competitive benefits** , including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, Flexible Schedules, Discounted Stock Purchase Plans, Technical Upskilling, Education and Training Support, Parental Paid Leave, and much more. **Join us and make a difference in National Security!**
**Job Summary**
The **System Engineer / Help Desk Analyst** will be responsible for monitoring test infrastructure systems, applications, and processes and ensuring that all issues are identified, tracked, and resolved in a timely manner. This position requires a customer service-oriented individual who has experience monitoring IT enterprise systems and solving help desk-related problems.
**Primary Responsibilities**
The selected individual will be part of an integrated team working in a very dynamic environment, providing support to multiple geographically distributed systems within a complex network environment. She/he will provide Tier 1 and Tier 2 support to the test infrastructure environment. Responsibilities include, but are not limited to:
+ Managing and performing tasks associated with the monitoring of test infrastructure systems, network circuits/appliances, applications and processes.
+ Utilizing enterprise monitoring solutions to identify alarms that have been triggered against the test infrastructure environment.
+ Identifying and tracking all problems related to the test infrastructure environment.
+ Resolving issues whenever possible and escalating when necessary.
+ Providing support for calls and emails to ensure all interactions are timely and professional.
+ Proactively contacting customers when test infrastructure processes are significantly delayed or may impact their ability to complete a business function on time.
+ Participating in the creation and ongoing maintenance of documentation ensuring that clear, concise and accurate information is readily available to assist with incident resolution.
+ Providing a complete and accurate summary of all activities during shift to ensure continuity with peers.
+ Attaining and maintaining proficiency on all tools and processes associated with the monitoring of the test infrastructure environment.
+ Providing technical assistance to companion work groups in support of overlapping projects and maintaining good inter-departmental relations.
+ Assisting in root cause analysis exercises concerning reoccurring test infrastructure issues.
+ Understanding and following department and division policies and procedures.
+ Prioritizing tasks and managing time effectively.
+ Performing administrative support for various computer and software systems.
+ Communicating with users and publishing status of any system outages, as needed.
+ Identifying problems and assigning them to appropriate organizations or individuals for resolution.
+ Ensuring problems are escalated to management for additional attention according to duration and severity.
+ Acting as a resource to peers and companion workgroups.
+ Making process improvements and suggestions, as needed.
**Basic Qualifications**
+ Bachelor's Degree in Systems Engineering, Computer Science, Information Systems, or a related technical field and at least 8 years of relevant experience. Additional experience may be substituted for a degree.
+ At least 5 (five) years of experience providing direct customer support.
+ At least 5 (five) years of experience providing direct enterprise-level monitoring, including identifying, tracking, and resolving issues.
+ At least 3 (three) years of experience providing Tier 1 and Tier 2 technical support for network and virtual infrastructures.
+ Experience creating and maintaining IT systems and/or network documentation.
+ Experience conducting root cause analysis for complex IT systems and/or network faults.
+ Must possess strong analytical skills, excellent written and verbal communication skills, and must have the ability to make sound troubleshooting decisions under pressing circumstances.
+ Must have the ability to work effectively both independently and within a team.
+ Must have the ability to learn quickly and be willing to continuously update technical skills.
**Preferred Qualifications**
+ Experience managing system outages, including identifying and coordinating optimal outage windows, coordinating and communicating with large user and stakeholder bases, publishing and propagating status, developing and disseminating contingency plans, communicating with program and customer leads, etc.).
+ Experience with server OS, such as Windows Server 2003, 2008 and Unix.
careers.leidos.com/CONMD
CSSKEY
CONMD
At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."
If you're already scheming step 20 while everyone else is still debating step 2. good. You'll fit right in.
**Original Posting:**
October 24, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $89,700.00 - $162,150.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting and recording actionable details from callers.
+ Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
+ Research corroborative information in law enforcement, DHS, and open-source databases.
+ Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
+ Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
+ Provide on-the-job training and mentoring to new Customer Service Representatives.
+ Create ad-hoc reports upon request and support recurring team meetings.
+ Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **5 years of specialized experience** **in a contact center environment handling inbound calls of similar complexity.**
+ **Demonstrated experience in:**
+ **Searching and researching multiple databases.**
+ **Resolving a wide variety of complex stakeholder issues.**
+ **Working on multiple projects simultaneously in a high-volume contact center.**
+ **Engaging with diverse stakeholders from various professional/administrative backgrounds.**
+ **Multitasking effectively, including simultaneous data entry and live communication.**
+ **Conceptualizing scenarios and communicating them clearly to stakeholders.**
+ **Independently interpreting, analyzing, and reporting sensitive information.**
+ **Actively listening to and processing complex information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Providing on-the-job training and support to junior CSRs.**
+ **Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.**
+ **Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.**
+ **Strong oral and written communication skills.**
+ **U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).**
**Minimum Qualifications:**
+ **Prior experience supporting DHS, ICE, or law enforcement-related contact centers.**
+ **Demonstrated ability to conceptualize complex scenarios and communicate them clearly.**
+ **Strong interpersonal and mentoring skills to train and support junior CSRs.**
+ **Proven ability to create clear ad-hoc reports and support team meetings.**
+ **High attention to detail with strong active listening and documentation skills.**
+ **Ability to handle sensitive and confidential information with discretion.**
+ **Flexibility to work assigned shifts, including evenings, weekends, and holidays.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**