Client Support Technician

Socket.dev; Albuquerque (NM); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401K

Life Insurance

Short-term Disability

Long-term Disability

Vacation Time

Holidays

Job summary

An established industry player is looking for a Client Support Technician to join their dynamic team at Kirtland AFB. In this pivotal role, you will be the first point of contact for customers, providing rapid and accurate IT support. You'll engage with users, troubleshoot issues, and ensure seamless operation of various applications and systems. This position not only offers a chance to enhance your technical skills but also to work in a collaborative environment that values adaptability and communication. With a competitive benefits package and a commitment to employee well-being, this role is perfect for those passionate about technology and customer service.

Qualifications

• 1-3 years of experience in IT support or customer service.
• Active Secret clearance required for this position.

Responsibilities

• Provide general user support for IT equipment and needs.
• Deploy, configure, and troubleshoot Windows 10 systems.

Skills

Customer Support

Troubleshooting

Communication Skills

Adaptability

Network Troubleshooting

Education

DoD 8570 IAT I certification

Active HDI Desktop Support Technician

Tools

Remedy ticketing system

Windows 10

Apple iOS

Job description

Responsibilities & Qualifications

RESPONSIBILITIES

The Client Support Technician position is responsible for answering calls, logging incidents in the ticketing system, and providing customers with rapid and accurate answers and information. This requires an IT background to assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in diverse fields is essential, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting is also important.

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Create, update, and close help desk tickets; familiarity with Remedy ticketing system is preferred.
• Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Maintain required documentation of Tier 1 processes and SOPs.
• Deploy, configure, and troubleshoot Windows 10 SDC.
• Knowledge of common protocols and basic Network Troubleshooting.
• Support SDC applications such as Web Browsers, Adobe, ActivClient, Microsoft Office products, and other software.
• Familiarity with PKI elements, supporting Tier I items such as smart cards and user certificates.
• Fundamental knowledge of enterprise network infrastructure and the ability to troubleshoot common connectivity issues.
• Perform unit Information Assurance Officer (IAO) duties, including account actions for personnel provisions, deprovisions, modifications, and maintaining all associated documentation.
• Troubleshoot and configure peripheral devices, system hardware, and MFDs.
• Support enterprise applications on Apple iOS and other mobile devices.
• Maintain, support, and troubleshoot both classified and unclassified VTC systems.
• Schedule and facilitate all unit VTC.

REQUIRED QUALIFICATIONS

• Active Secret clearance required.
• DoD 8570 IAT I certification required.
• Active HDI Desktop Support Technician or ability to obtain within 60 days of hire.
• 1-3 years of experience.
• Prior experience in a government consulting services environment is preferred.

Overview

We are seeking a Client Support Technician to support the Kirtland C4 program at Kirtland AFB, in Albuquerque, New Mexico.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need for a comprehensive, well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package, including health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.

Visit us at www.TekSynap.com.

The safety and health of our employees is of utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements.

Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Kirtland AFB, New Mexico
• Type of environment: Business environment
• Noise level: Medium-Loud
• Work schedule: Monday – Friday day shift; may be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds and frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US

Clearance: Active Secret or higher.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.