IT Customer Service Technician

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.

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; 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

Requirements

High School Diploma / GED; Active Secret clearance; IAT Level I certified (A+ce, Net+ce; Security+ce preferred); Ability to obtain Security+ certification within 6 months of start; At least 2 years of experience in IT or Technical Customer Service

Nice to have

IAT Level I certified (A+ce, Net+ce; Security+ce preferred); 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