Customer Support Specialist- Fort Carson, CO
About The Position
S2Technologies is seeking a Customer Support Specialist to provide helpdesk, system, and network operations support in a 24×7 Network Operations Center (NOC) environment at Fort Carson, Colorado. The role monitors Tier I and Tier II diagnostics support and escalates operational issues, including triage, information gathering for support resources, and establishing communications. Support covers hardware and applications and uses standard and custom tools and techniques to identify solutions to system and client issues. The specialist provides real-time troubleshooting support to field personnel and helpdesk support for systems throughout the Mission Command Support Center, including Tier 0/1 support and Tier 2 support for the Blue Force Tracker family of systems. The role also monitors network capabilities, functions, and performance, creates tickets for observed issues, and maintains detailed customer-contact and issue records. Work is on-site in a 24/7 NOC with shift rotation.
Requirements
- 1–2 years of helpdesk support experience.
- Basic understanding of networking, including OSI model concepts.
- Basic understanding of Windows operating systems and Microsoft Office products, including Word, Excel, and PowerPoint.
- Ability to work in a fast-paced environment.
- Ability to work with people and varied organizations by email or telephone and calmly gather information to determine the root cause of an issue.
- Active Secret security clearance required.
- High school diploma.
Responsibilities
- Provide helpdesk, system, and network operations support in a 24×7 NOC environment.
- Monitor Tier I and Tier II diagnostics support and escalate operational issues, including triage, information gathering, and establishing communications.
- Assist field personnel with real-time troubleshooting of system and network issues by phone, email, and live chat.
- Provide Tier 0/1 helpdesk support for systems throughout the Mission Command Support Center and Tier 2 support for the Blue Force Tracker family of systems.
- Accurately document customer contacts in the online ticketing system, including reported issues, reporter, unit or company, location, and the complete issue history.
- Monitor network capabilities, functions, and performance using diagnostic tools, monitoring systems, individual platforms, and information from other sources.
- Create trouble tickets for all observed issues.
- Understand and follow organizational Standard Operating Procedures and site-specific policies and procedures.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
