Customer Support Tech - Kennedy Space Center, United States - Agile Defense
Description
** Customer Support Tech**
**Job Category****:** INFORMATION TECHNOLOGY **Requisition Number****:** CUSTO003018 Showing 1 location **Job Details**
**Description**
**Requisition #:** CUSTO003018
**Job Title:** Customer Support Tech
**Location:** Orlando, FL 32826
**Clearance Level:** Active DoD - Secret
**Required Certification(s):** Department of Defense 8570 IAT Level 1 Certificate (For example, one of the below, or higher), A+ CE, CCNA-Security, Network+ CE, SSCP
*****Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. *****
**SUMMARY:**
The PEO STRI IT Service Management (ITSM) contract is an Army support contract located in Orlando, FL that focuses on providing many tiers of IT services to federal employees, contractors, and external supporting agencies engaged in the development of Training, Simulation, and Instrumentation for the U.S. Army in support of todays Warfighter.
The Customer Support Technician position focuses primarily on opening help desk tickets and diagnosing/resolving end-user technical issues for hardware and software as quickly as possible either remotely or in-person. Communication with the customer is required while serving customers courteously and efficiently ensuring the highest standards of customer service.
**DUTIES:**
Duties consist of communicating with and assisting end users to assess/troubleshoot technical issues and open help tickets by obtaining information through multiple methods including phone conversation, voicemails, e-mails, and in-person.
Initial troubleshooting will be done using a remote utility and, if necessary, assist end users at their location.
This includes, but is not limited to, troubleshooting customer workstations, monitors, smart boards, mobile devices, video telecommunications devices, KVM switching, basic network connectivity, multi-function printers/deskside printers, and VoIP end devices.
Provide startup and installation assistance for equipment on a needed basis.
All other appropriate duties as and when required by management.
****Qualifications****
**Education and Certifications:**
High school graduate or equivalent
Department of Defense 8570 IAT Level 1 Certificate (For example, one of the below, or higher)
A+ CE
CCNA-Security
Network+ CE
SSCP
**Background Needed and Years of Experience:**
3+ years of experience in the IT field or in a related area
****Additional Skills & Qualifications****
**Must Have Technical Skills:**
Very personable as they will be interacting with a wide range of customers in different environments
Ability to follow instructions and work well with customers required
Knowledge of commonly-used Tech Support concepts, practices, and procedures
PC hardware and software troubleshooting experience
Reliable transportation, and a valid drivers license
Printer support experience
Laptop, desktop and printer break-fix experience
Understand basic network connectivity (Layer-2)
**Preferred Technical Skills:**
Have the ability to work flexible hours
Experience with VoIP phones
Knowledge of Smart Boards / Projectors
Knowledge of Apple / Android / Blackberry mobile devices
Experience with Microsoft System Center Service Manager
Experience with Microsoft System Center Remote Control
**Non-Technical Skills:**
Great personality and personable.
**WORKING CONDITIONS:**
Contractor site with possible off-hours work to support releases and/or VIP troubleshooting issues. Work requires standing and walking up to 50% 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.
**Strength Demands:**
Medium 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs. **Physical Requirements:**
Stand or Sit
Walk
Repetitive Motion
Use Hands / Fingers to Handle or Feel
Stoop, Kneel, Crouch, or Crawl
Talk or Hear
See
***
*Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the U.S. Government, including several United States Civil agencies and various branches within the U.S. Department of Defense.*
*Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our Listen. Think. Innovate. philosophy.*
*At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.*
*Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.*
**Skills**
**Education**
**Experience**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)