Client Service Technician

ANALYGENCE; Town of Texas, San Antonio (WI, TX); On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative firm is looking for a skilled Client Service Technician to support critical cyber operations at a military base. This role involves providing technical support for computer workstations, VoIP telephones, and VTC equipment. You will ensure the usability of IT hardware assets and maintain network security protocols. The ideal candidate will have a Bachelor's degree, relevant certifications, and experience in a client service environment. Join a dynamic team dedicated to enhancing operational capabilities in a secure and collaborative atmosphere.

Qualifications

• 3+ years of experience in a client service environment.
• Current Top Secret clearance with SCI eligibility.

Responsibilities

• Provide technical support for computer workstations and VoIP telephones.
• Respond to trouble tickets within 24 hours and resolve within 72 hours.

Skills

Microsoft Windows

VoIP Telephones

Video Teleconference (VTC)

Computer Networking Concepts

Cybersecurity Principles

Education

Bachelor's Degree in a Related Field

Tools

IAT Level II Certification

Job description

ANALYGENCE is seeking a skilled Client Service Technician to join our team. This is an exciting opportunity to support the Air Combat Command's 67th Cyberspace Wing (67 CW), 346th Cyber Test and Evaluation Squadron (346 CTES) at Lackland AFB. The wing provides cyber operations and network warfare capabilities to Air Force and joint task force commands.

In support of this mission, you will be responsible for providing technical support for computer workstations, Voice over Internet Protocol (VoIP) telephones, Video Teleconference (VTC) equipment, and supporting networks. Responsibilities include:

1. Provide expertise in Microsoft Windows-based computer network operations, maintaining the usability of the information technology (IT) hardware assets, including VoIP telephones and VTC equipment, ensuring they operate as required by the organization's employees.
2. Install, relocate, configure, troubleshoot, scan media, and repair desktop computers, laptops, and printers.
3. Load, configure, and troubleshoot software applications.
4. Load proper patches to computers identified during information Assurance Vulnerability Management (IAVM) scanning.
5. Support Client Service Liaison (CSL) in maintaining physical media control processes.
6. Prepare equipment for DRMO disposal, prepare DRMO paperwork as required, validate equipment to ensure it is properly sanitized before final disposition, and support the physical movement of equipment.
7. Perform administrative tasks in support of deployment services such as notification to proper authorities of equipment location changes.
8. Respond to trouble tickets within 24 hours, resolve within 72 hours unless impacted by higher priority mission requirements, and close tickets within 4 hours of resolution.
9. Maintain and use separate accounts for network resource access, including accounts for different access levels and general user accounts for routine procedures.
10. Report security violations and incidents.
11. Maintain applicable certifications required by AF and local Communications Squadrons to accomplish CSL tasks.

• Current Top Secret clearance with SCI eligibility.
• Bachelor's degree in a related field and at least 3 years of experience in a client service environment.
• IAT Level II certification is required.
• Experience with Microsoft Windows, VoIP telephones, and VTC equipment on NIPRNET, SIPRNET, and JWICS.
• Knowledge of computer networking concepts, protocols, and security methodologies.
• Experience with cybersecurity principles, cyber threats, vulnerabilities, and operational impacts of cybersecurity lapses.
• Knowledge of Test & Evaluation processes related to information security.
• Knowledge of network protocols such as TCP/IP, DHCP, DNS, and directory services.