IT Customer Service Technician

Job Description

JOB DUTIES AND 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

Education and Background

• High School Diploma / GED.

Required Skills

• 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

Preferred Skills

• 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
• 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
• Other duties as assigned to support the mission

Working Conditions

Environmental Conditions

100% Onsite Support Required. Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Typical Physical Requirements

Ability to remain in a stationary position (sitting/standing) for extended periods, up to [4] hours

Ability to operate a computer and other office equipment, including frequent use of hands for typing

Ability to communicate effectively in person, by phone, and in writing

Occasionally move about the office to access files, equipment, or attend meetings

Visual acuity sufficient to read printed and electronic documents, and to view a computer screen for extended periods.

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.