Tier 3 & Platform Administrator – CCaaS (AWS Connect)

Location: On-site in Woodlawn, MD 5x per week

Shifts: Morning (6:30am–3:30pm) or Evening (2:30pm–10:30pm)

Clearance: Must be able to obtain and maintain a Public Trust

Position Summary

Seeking a Tier 3 support professional to provide platform admin support for the CCaaS (AWS Connect) application. You’ll help coordinate updates, support reporting efforts, triage tickets, and assist Tier 1/2 teams during high-volume periods.

Key Responsibilities

• Tier 3 support for AWS Connect
• Assist with platform upgrades & maintenance
• Support service metrics & reporting
• Provide backup support for CCaaS 800 line
• Follow SOPs for incident & ticket management
• Triage & escalate requests as needed
• Participate in off-hours emergency support

Basic Qualifications

• 7 yrs Help Desk/Desktop support
• 5 yrs with Windows OS & Office365
• 3 yrs Tier 3 IT support
• 3 yrs using ITSM platforms (e.g., ServiceNow)
• Experience with RCA & service metrics
• Strong communication & customer service skills

Preferred Skills

• CCaaS application support
• ServiceNow experience
• IVR systems knowledge
• Excellent troubleshooting & problem-solving skills
• Organized, reliable, and adaptable
• Federal government experience a plus

Education

• Bachelor’s + 7 yrs, Master’s + 5 yrs, or 13+ yrs in lieu of degree
• Public Trust eligibility required

BGSF is an Equal Opportunity Employer. We are committed to providing equal opportunities for employment to all qualified people, regardless of race, color, national origin, religion, sex, age, disability status, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.