IT Customer Service Technician

Agile Defense•Redstone Arsenal, AL

8d•Onsite

About The Position

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PAE FIRES, a Continental United States (CONUS) organization. The OCIO offers centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PAE, Information Mission Area (IMA). PAE FIRES is an approved Data Center providing hosting to multiple organizations throughout the US Army Acquisition community.

Requirements

High School Diploma / GED.
2+ years' experience
Excellent Customer Service skills.
Professional demeanor and appearance.
Good communication skills.
Must be able to work with a diverse and dynamic team.
Time management
Flexibility with time and availability to support the mission.
Secret Clearance, Must Have Clearance to Start
IAT Level I (A+ce, Net+ce; Security+ce preferred)

Nice To Haves

Some IT experience, preferably DoD/W

Responsibilities

PAE FIRES end user support, ticket response, resolution, and escalation for apps/SP.
Respond to inquiries from computer users and assist in resolving IT problems.
Diagnose computer hardware and software issues.
Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
Diagnose the nature of the problem and walk the customer through the problem-solving steps.
Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
Be proficient in the software and hardware used by the government.
Be able to readily provide guidance and resolve issues.
Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.
Operate and assist with Video Teleconferencing (VTC) and meeting equipment.
Other duties as assigned to support overall IT operations and team goals in support of the mission.