Customer Support Technician

Customer Support Specialist will adhere to and apply the Standard Operating Procedures (SOP) and site-specific policies and procedures. Assist personnel in the field with troubleshooting platform and network issues. Document all helpdesk customer contact via Trouble Ticket within the trouble including detailed issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked. Monitor network capabilities, functions and performance via all means as provided by diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed. Maintain and monitor local hardware and equipment and report any malfunctions to the Site Lead and Shift Leads. Save and complete electronic data logs entries daily in the absence of create a paper log entry. Escalate issues not capable of being corrected to the appropriate personnel. Perform routine system checks on systems. Receive contact from customers via any and all of the following: NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging (free text). Verify users are a trusted user with the system and provide information on how to establish a trusted user relationship in the event the user is not a trusted user. Collect data to access the issue being reported and enter the information into the appropriate Trouble ticketing system. Provide the customer with basic troubleshooting steps that can be performed in order to assist in correcting the issue. Escalate issues to higher tier support for further assistance and ensure notifications are sent to management.

Responsibilities

Adhere to and apply Standard Operating Procedures (SOP) and site-specific policies and procedures; Assist personnel in the field with troubleshooting platform and network issues; Document all helpdesk customer contact via Trouble Ticket; Monitor network capabilities, functions and performance; Maintain and monitor local hardware and equipment and report malfunctions to the Site Lead and Shift Leads; Save and complete electronic data logs entries daily; Escalate issues not capable of being corrected to the appropriate personnel; Perform routine system checks on systems; Receive contact from customers via NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging; Verify users are trusted users and provide information on establishing trusted user relationship; Collect data and enter information into the appropriate trouble ticketing system; Provide customers with basic troubleshooting steps; Escalate issues to higher tier support and ensure notifications are sent to management

Requirements

Possess at minimum an Interim Secret clearance; 2+ years of experience in a helpdesk environment or network operations center; Flexibility to work any of the 3 available shifts as well as major holidays; Basic understanding of the concepts and functionality of Windows operating system as well as Microsoft Office Products (Word, Excel, Power Point); Ability to follow policies and procedures

Nice to have

IAT-I certification or greater; BS or BA