Client Support Technician

Archer; Albuquerque (NM); On-site; USD 59,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Life insurance

Short-term disability

Long-term disability

Vacation and holidays

Job summary

TekSynap seeks a Client Support Technician to support the Kirtland C4 program at Kirtland AFB in Albuquerque, NM. The role focuses on front-line IT user support, ticket handling, and collaboration with Tier 1/II teams to resolve issues.

Responsibilities include troubleshooting Windows 10, PKI items, and enterprise applications across Windows and mobile platforms, with strict adherence to security requirements and documentation standards.

Qualifications

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

Responsibilities

• Answer calls, emails, and trouble tickets to provide general user support for IT equipment and related needs.
• Create, update, and close help desk tickets; familiarity with Remedy is preferred.
• Collaborate with Tier 1 and Tier II staff for ticket hand-offs and escalation when needed.
• Maintain documentation of Tier 1 processes and SOPs.
• Deploy, configure, and troubleshoot Windows 10 SDC; assist with enterprise applications on iOS and other devices.

Skills

Clearance knowledge

Customer support

Troubleshooting

Education

DoD 8570 IAT I certification

Tools

Remedy ticketing system

PKI concepts (smart cards, certificates)

Windows 10 troubleshooting

Job description

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 to have 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.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.


• Creates, updates and closes out help desk tickets - Familiarity with Remedy ticketing system is preferred


• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation


• Maintains required documentation of Tier 1 processes and SOPs


• Deployment, configuration and troubleshooting of 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 to include account actions for personnel provisions, deprovisions, modifications and maintaining of 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


• Scheduling and facilitating of 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

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

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Location: Kirtland AFB, New Mexico


• Type of environment: Business environment


• Noise level: Medium-Loud


• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.


• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

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. The employee is 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 Information

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.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

WAGE INFORMATION

Target salary range: $59,000.00 - $65,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

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.

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.