Customer Support Tech
Orlando, FL 
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Posted 16 days ago
Job Description
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 today's 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 driver's 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

COVID-19 Vaccination Requirement

As a federal contractor, Agile Defense is subject to any federal vaccine mandates or other customer/facility vaccination requirements. As such, to protect the health and safety of its employees and to comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

About Us!

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.



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 contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
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