IT Customer Service Technician (copy)

Agile Defense, LLC; Huntsville (AL); On-site; USD 52,000 - 76,000; Full time

Job summary

Agile Defense, LLC is seeking an IT Customer Service Technician to provide on-site end-user support at Detroit Arsenal, MI. You will handle inquiries, diagnose hardware/software issues, and escalate as needed while maintaining a secret clearance.

Required: High School Diploma, active Secret clearance with the ability to obtain Security+ within 6 months, and 2+ years of IT or technical customer service experience.

Qualifications

• Active Secret clearance required.
• Security+ certification to be obtained within 6 months of start.
• Minimum 2 years of IT or technical customer service experience.

Responsibilities

• End-user support, ticket response, resolution, and escalation for apps/SP.
• Diagnose hardware and software issues and guide customers through problem-solving steps.
• Respond to inquiries and provide technical guidance for computer hardware/software.
• Operate and provide assistance with computer equipment including desktops, laptops, printers, and mobile devices.
• Assist with Video Teleconferencing (VTC) and meeting equipment and provide follow-up reporting.

Skills

Secret clearance

Security+

2+ years IT experience

Education

High School Diploma

Tools

Active Directory

Windows 11

BeyondTrust

MS Office

SCCM

VPN

VTC

RDP

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 #: 1810

Job Title: IT Customer Service Technician

Location: On-Site, Detroit Arsenal, MI

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): Must be IAT Level I (A+ce, Net+ce; Security+ce preferred) certified

Job Description

JOB DUTIES AND RESPONSIBILITIES

• End user support, ticket response, resolution, and escalation for apps/SP.
• Respond to inquiries from computer users and assist in resolving IT problems. Diagnose computer hardware and software issues.
• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
• Diagnose the nature of the problem and walk the customer through the problem-solving steps.
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Be procient in the software and hardware used by the government. Be able to readily provide guidance and resolve issues.
• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.
• Operate and assist with Video Teleconferencing (VTC) and meeting equipment
• Other duties as assigned to support overall IT operations and team goals in support of the mission

Education and Background

• High School Diploma / GED.

Required Skills

• Must have an active Secret clearance
• Must be able to obtain Security+ certification within 6 months of start
• Must have at least 2 years of experience in IT or Technical Customer Service

Preferred Skills

• IAT Level I (A+ce, Net+ce; Security+ce preferred) certified
• Experience with Active Directory, Windows 11, Beyond Trust, technical understanding of MS Office
• Experience with SCCM (Systems Center Configuration Manager)
• Experience with VPN (Virtual Private Network) and VTC (Video Teleconference)
• Experience with Windows11 tool, RDP (Remote Desktop Protocol)
• Experience troubleshooting laptops, printers, and cell phones.
• Some IT experience, preferably DoD/W
• Excellent Customer Service skills.
• Professional demeanor and appearance.
• Good communication skills.
• Must be able to work with a diverse and dynamic team.
• Time management
• Flexibility with time and availability to support the mission
• Other duties as assigned to support the mission

Working Conditions

Environmental Conditions

• 100% Onsite Support Required. Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% 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.

Typical Physical Requirements

• Ability to remain in a stationary position (sitting/standing) for extended periods, up to [4] hours
• Ability to operate a computer and other office equipment, including frequent use of hands for typing
• Ability to communicate effectively in person, by phone, and in writing
• Occasionally move about the office to access files, equipment, or attend meetings
• Visual acuity sufficient to read printed and electronic documents, and to view a computer screen for extended periods.

Our Core Values

• 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.