Senior IT Customer Support Technician

Agile Defense•Redstone Arsenal, AL

7d•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 provides 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 required
IAT Level I (A+ce, Net+ce; Security+ce preferred) certification
Secret Clearance, Must Have Clearance to Start
4+ years of 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

Nice To Haves

DoD/W background preferred
Some IT experience, preferably DoD/W

Responsibilities

PAE FIRES end user support, ticket response, resolution, and escalation for apps/SP.
Serve as a dedicated team lead for a small team assigned to one area.
Respond to inquiries from computer users and assist in resolving IT problems.
Diagnose computer hardware and software issues.
Train and mentor junior technicians on tools, tips, and techniques for resolving issues.
Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
Train and mentor junior personnel on proper procedures and processes.
Diagnose the nature of the problem and walk the customer through the problem-solving steps.
Train and mentor junior personnel on navigating customer relations.
Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
Provide guidance and resolve issues.
Train and mentor junior personnel to become proficient.
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.