Customer Support Technician

Socket.dev; Colorado Springs (CO); On-site; USD 42,000 - 56,000; Full time

Job summary

Agile Defense in Colorado Springs is seeking a Customer Support Technician to provide frontline helpdesk support, troubleshoot platform and network issues, and document incidents in the ticketing system. The role requires following SOPs, coordinating with tiered support, and maintaining logs and hardware in a fast-paced environment.

The candidate should have an Interim Secret clearance (IAT-I preferred), 2+ years in a helpdesk or NOC, and flexibility to work shifts including holidays; BS/BA

Qualifications

• Interim Secret clearance required or readily obtainable.
• IAT-I certification or higher preferred but not required.
• 2+ years in a helpdesk environment or NOC.
• BS/BA degree preferred but not mandatory.

Responsibilities

• Adhere to SOPs and site policies.
• Troubleshoot platform and network issues for personnel in the field.
• Document all helpdesk contacts and create / update trouble tickets with full issue history.
• Monitor hardware; report malfunctions to Site Lead and Shift Leads.
• Perform routine system checks and escalate unresolved issues to higher tiers.
• Collect data to assess issues and assist customers with basic troubleshooting.

Skills

Interim Secret clearance

IAT-I certification

2+ years of helpdesk/NOC

Shift flexibility (3 shifts/holidays)

Windows OS knowledge

Microsoft Office proficiency

Education

BS or BA preferred

Tools

Windows OS

Microsoft Office

Job description

About Agile Defense

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation’s most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1802

Job Title: Customer Support Technician

Location: On-Site, Colorado Springs, CO

Clearance Level: Interim Secret / Top Secret, Must Have Clearance to Start

Job Description

• 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 to tier support for further assistance and ensure notifications are sent to management.

Education and Background

• Possess at minimum an Interim Secret clearance; IAT-I certification or greater preferred but not required; 2+ years of experience in a helpdesk environment or network operations center; BS or BA preferred but not required. 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.

Years of Experience

2+ Years

Required Skills

• Possess at minimum an Interim Secret clearance;
• IAT-I certification or greater preferred but not required;
• 2+ years of experience in a helpdesk environment or network operations center;
• BS or BA preferred but not required.
• 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

Working Conditions

Normal Office Environment

Our Core Values

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful- Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest- Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble- Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry- Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle- Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities