Senior Technical Support Rep

Nesco is seeking a Senior IT Customer Representative in the Greater Columbus OH Area.

Position Summary

The Senior Customer Service Representative (Senior CSR) plays a key leadership role within the Help Desk, supporting supervisors in the daily operation, development, and performance of Customer Service Representatives (CSRs). This position serves as both a hands-on escalation point and a mentor to frontline staff, ensuring service quality, operational efficiency, and adherence to client requirements. The Senior CSR remains actively involved in day-to-day support while helping guide team performance and workflow.

Position Risk & Clearance Requirements

This role is designated as Public Trust (Moderate) / Low Risk.

The position may involve access to sensitive systems or data and may carry the potential to impact public trust

A Minimum Background Investigation (MBI) submitted with SF-85P may be required

Ability to successfully obtain and maintain required background clearance is mandatory Essential Duties & Responsibilities

Operational Support

Handle inbound support calls for a diverse client base, including federal and commercial customers

Support help desk email queues and quality monitoring activities

Assist with monitoring intraday call volumes and workload distribution Team Leadership & Support

Assist supervisors with call management, reporting analysis, and real-time delegation of work

Motivate and support CSRs to meet performance expectations and service-level objectives

Provide day-to-day guidance and serve as a point of escalation for complex customer issues Process & Documentation

Support the development, maintenance, and enforcement of client-specific standard operating procedures (SOPs)

Assist with authorization management, including adding or removing CSRs from access lists

Collaborate with supervisors, project teams, and external partners to obtain required authorizations for client support Training & Cross-Functional Support

Support onboarding and ongoing training efforts for new and existing CSRs

Maintain cross-training across Shipping, Ordering, and Final Order Review functions

Assist in quality assurance and continuous improvement initiatives Escalation & Coverage Responsibilities

In the absence of management, the Senior CSR may be responsible for:

Coordinating help desk operations to ensure compliance with client service level agreements (SLAs)

Acting as the primary escalation point for customer or client complaints

Maintaining and managing daily schedules and staffing coverage

Supporting departmental projects and management-directed initiatives Qualifications & Skills

Education & Experience

High school diploma or equivalent required

Prior customer service or help desk experience required Technical Skills

Proficiency with Microsoft Office Suite or similar productivity tools

Strong computer and mobile device proficiency with the ability to quickly learn new systems and applications Professional Skills

Strong customer service mindset with the ability to resolve escalations diplomatically and effectively

Excellent written and verbal communication skills, including active listening

Strong organizational skills and attention to detail

Effective time management with the ability to meet deadlines

Ability to prioritize, multitask, and perform effectively in a fast-paced and occasionally high-pressure environment Clearance

Must be able to successfully pass required federal background investigations Supervisory & Leadership Responsibilities

Support hiring and onboarding activities

Provide coaching, mentoring, and performance feedback to CSRs

Assist in the professional development of team members

Provide daily operational support and leadership presence for the help desk team

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.