Customer Service Desk (CSD) Helpdesk Technician

TekSynap•Colorado Springs, CO

8d•Onsite

About The Position

We are seeking a CSD Helpdesk Technician to join our team. The Customer Service Desk (CSD) Helpdesk Technician serves as the primary IT focal point for HQ USSPACECOM personnel, providing comprehensive technical support across multiple facilities. This position functions as the first line of response for IT and communications-related issues for all USSPACECOM mission computer hardware, software, and LANs. T ekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

Requirements

Active DoD TS/SCI clearance
DCWF Work Role 411 (e.g., CompTIA Security+)
Experience with military IT systems and hardware
Proficiency in troubleshooting diverse technical issues
Strong communication and customer service skills
Ability to coordinate with various stakeholders to resolve complex problems
Experience with ticket management systems
Must be able to maintain necessary security clearances.
US Citizenship

Nice To Haves

Willingness to travel as required for meetings and training sessions.

Responsibilities

Serve as the primary point of contact for HQ USSPACECOM IT support, managing an average of 700 tickets monthly
Provide telephone, ticket submission, email, and walk-up support at Building 1, Newport, and Bayfield facilities
Remediate hardware and software issues that can be resolved on-site without specialized resources
Coordinate with system/capability owners to resolve complex software or network issues
Track, properly assign, and coordinate tickets submitted by customers
Report problem resolution status to affected customers and maintain historical records
Coordinate with external maintenance agencies to isolate faults, restore service, and make repairs
Configure and troubleshoot military devices including desktops, mobile devices, and printers
Coordinate with host-bases and service providers for communication/IT requests
Complete ingress/egress paperwork for equipment and software from facilities
Maintain maintenance management continuity documentation
Oversee daily scheduled and unscheduled maintenance
Assign job control numbers and meet restoral priorities according to USSPACECOM standards