On-Site Helpdesk Technician — Clearance Required

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

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