IT Customer Service Technician

Agile Defense•Redstone Arsenal, AL

5d•Onsite

About The Position

This role involves providing end-user support, responding to, resolving, and escalating tickets for applications and SharePoint. The technician will respond to inquiries from computer users, assist in resolving IT problems, and diagnose computer hardware and software issues. Responsibilities include responding to telephone calls, utilizing the automated service desk, diagnosing problems, and guiding customers through troubleshooting steps. The position also requires providing technical guidance on computer hardware and software, including installation, operation, and troubleshooting, and being proficient in government-utilized software and hardware. The technician will provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting. They will operate and provide technical assistance on various computer equipment such as desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment. Additionally, the role involves operating and assisting with Video Teleconferencing (VTC) and meeting equipment. Other duties may be assigned to support overall IT operations and team goals in support of the mission.

Requirements

Must have an active Secret clearance
Must be able to obtain Security+ certification within 6 months of start
Must have at least 2 years of experience in IT or Technical Customer Service
High School Diploma / GED
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

Nice To Haves

IAT Level I (A+ce, Net+ce; Security+ce preferred) certified
Experience with Active Directory, Windows 11, Beyond Trust, technical understanding of MS Office
Experience with SCCM (Systems Center Configuration Manager)
Experience with VPN (Virtual Private Network) and VTC (Video Teleconference)
Experience with Windows11 tool, RDP (Remote Desktop Protocol)
Experience troubleshooting laptops, printers, and cell phones.
Some IT experience, preferably DoD/W

Responsibilities

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.

Benefits

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental.
Our culture is alive and evolving, but it always stays true to its roots.
Here, you are valued as a family member, and we believe that we can accomplish great things together.
Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.

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