Customer Support

• Support Trane Digital Services and Connected customers
• Use Trane Connect and Command Center to enable, map, and tune equipment analytics
• View remote diagnostics
• Perform remote Digital Inspections
• Capture follow-up items and details in the Trane Connect platform
• Respond to on-demand calls
• Monitor critical building metrics
• Check systems for operational integrity
• Make small-scale adjustments to building system programs
• Collaborate with Digital Services Team members and customers

Support Specialist

• Serve as the first point of contact for members
• Deliver support with empathy, clarity, and confidence
• Explain complex financial products and services clearly
• Navigate multiple systems while maintaining focus during conversations
• Assist members with accounts, cards, loans, savings, and retirement planning
• Identify and offer appropriate solutions to help members achieve their goals
• Build lasting member relationships

Customer Service Representative

• Provide day-to-day technical support for Citrix Virtual Desktops and Apps and/or Omnissa Horizon 8
• Troubleshoot VDI access, virtual desktop sessions, published applications, user profiles, performance, connectivity, authentication, and peripheral-device issues
• Support end users with Windows 11 operating system issues, Microsoft 365 applications, and Microsoft Teams
• Receive, document, prioritize, update, and close incident and service-request tickets using ServiceNow
• Maintain complete ServiceNow ticket notes, including troubleshooting, customer communications, escalation details, workarounds, and final resolution
• Escalate complex technical issues to infrastructure, engineering, cybersecurity, or customer teams and coordinate through resolution
• Support user access, account-related troubleshooting, and routine operational activities
• Document recurring issues, known errors, troubleshooting procedures, and knowledge-base content
• Work with customer personnel, service desk staff, system administrators, and engineering teams in a mission-focused environment

Virtual Desktop Infrastructure (VDI) Support Specialist

• Support Trane Digital Services and Connected customers
• Use Trane Connect and Command Center to enable, map, and tune equipment analytics
• View remote diagnostics
• Perform remote Digital Inspections
• Capture follow-up items and details in the Trane Connect platform
• Respond to on-demand calls
• Monitor critical building metrics
• Check systems for operational integrity
• Make small-scale adjustments to building system programs
• Collaborate with Digital Services Team members and customers
• Communicate effectively in writing and verbally

Remote Support Specialist – Onsite

• Provide onsite Tier II desktop and endpoint support to DoD customers
• Troubleshoot desktops, laptops, tablets, zero/thin clients, operating systems, applications, hardware, and peripheral devices
• Image and configure Government workstations
• Install Government standard operating-system loads and user-specific applications
• Install, configure, troubleshoot, and maintain desktop hardware, software applications, operating systems, drivers, monitors, printers, and peripherals
• Diagnose and resolve Tier II incidents and service requests within established SLAs
• Document troubleshooting activity, resolutions, root-cause information, and customer interactions in the Government-provided ticketing system
• Escalate complex incidents to Tier III engineering teams with appropriate technical context
• Utilize Government-approved remote support tools
• Support CAC, PKI token, MFA, and two-factor authentication activities
• Support workstation migrations and technology-refresh initiatives
• Maintain device accountability, asset inventories, and equipment records
• Support Active Directory and enterprise Windows desktop environments
• Support software deployment, endpoint provisioning, and enterprise endpoint-management technologies
• Perform workstation vulnerability remediation, patching, configuration updates, re-imaging, and replacement
• Validate endpoint compliance with DISA STIGs and applicable organizational security baselines
• Support ATO sustainment by documenting endpoint configurations and compliance artifacts
• Develop and maintain SOPs, troubleshooting procedures, and support documentation
• Coordinate with systems engineers and cybersecurity teams to resolve escalated issues
• Provide dedicated onsite desk-side and remote support for supported Pentagon organizations

Desktop Support Specialist, Secret Clearance Required

• Build rapport and trust with clients by consistently delivering exceptional service
• Process and input customer orders
• Run and print shipments from WMS
• Run stock reports to check product availability
• Generate paperwork and information for customer work orders
• Check orders for special requests
• Expedite and trace orders and notify customers of merchandise activity
• Follow up with other departments to ensure service standards are met
• Verify customers and ensure proper account invoicing
• Handle returned merchandise and ensure proper customer credit
• Respond to customer inquiries and complaints regarding work orders, invoicing, shipments, inventory management, and customer dissatisfaction
• Liaise between the warehouse, office, and customers regarding accounts, invoicing, and credit changes
• Ensure accuracy of receiving and shipping documents
• Gather and maintain shipping and receiving data and records
• Verify receiving counts against packing lists and purchase orders, and shipping counts against picking documents
• Prepare customer service reports as required by supervisors
• Assist in resolving discrepancies
• Enter and verify data for customer orders, shipments, receipts, physical inventories, and adjustments
• Oversee order paperwork and maintain corresponding files
• Answer phone calls, operate office machines and computers, greet customers and visitors, and correspond with customers
• Route calls, take messages, provide general information, direct visitors, and assist drivers at the check-in window
• Cross-train in other administrative functions
• Work overtime as dictated by business needs

Customer Service Agent, Shipping and Receiving Clerk

• Serve as the first point of contact for members
• Resolve customer questions and concerns accurately and promptly
• Coordinate transportation services
• Assist customers with transportation questions and concerns
• Schedule, modify, and cancel reservations
• Obtain and document customer complaints and concerns
• Accurately document relevant customer information
• Attend required meetings and follow company policies and procedures
• Maintain acceptable attendance and punctuality
• Perform accurate trip data entry and documentation
• Maintain a polite, professional, and courteous demeanor
• Produce high-quality work
• Refer unresolved customer grievances to appropriate departments
• Promote a positive and collaborative working environment
• Support a 24/7/365 contact center, including possible nights, weekends, holidays, and required holiday coverage
• Participate in additional projects or duties as assigned

• Serve as the primary Tier 2 escalation point, diagnosing complex incidents across the Appian platform
• Perform root-cause analysis to distinguish user training gaps, platform configuration errors, and backend software defects
• Execute SQL queries to inspect backend data structures, validate data integrity, and isolate transactional anomalies
• Package diagnostic data, system logs, and reproducible steps for Tier 3 engineering and DevOps handoffs
• Manage end-user lifecycle support, including account provisioning, role-based access control, and authentication troubleshooting
• Log, track, and manage tickets in AESMP/ServiceNow according to defined SLAs
• Provide scheduled on-call support for mission-critical and severity-1 incidents
• Analyze recurring ticket trends and recommend system optimizations, workflow automation, or targeted training
• Author and update SOPs, KB articles, user manuals, and desk reference guides
• Partner with QA and DBAs to test bug fixes and validate performance
• Participate in Agile/Scrum ceremonies and relay user feedback and defect reports to development squads
• Support UAT, deployment dry-runs, and enterprise user training sessions

FMS-ACES Tier 2 Application Support Specialist – Appian Service Desk

• Provide unmatched customer service
• Ensure the service department provides exceptional customer service through inventive problem solving and clear communication
• Learn all services and product offerings to effectively communicate with customers
• Respond to customer inquiries by email or telephone
• Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns
• Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements
• Maintain professionalism with clients and establish positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and company policy changes
• Problem-solve and turn frustrated clients into repeat customers
• Complete special projects and perform other assigned duties

• Provide unmatched customer service
• Ensure the service department provides exceptional customer service through inventive problem solving and clear communication
• Learn all services and product offerings to effectively communicate with customers
• Respond to customer inquiries by email or telephone
• Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns
• Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements
• Maintain professionalism with clients and establish positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and company policy changes
• Solve problems and turn frustrated clients into repeat customers
• Complete special projects and other assigned duties