Security-Cleared IT Support Technician

Agile Defense; Colorado Springs, Northern (CO, KY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Agile Defense is seeking a Customer Support Technician in Colorado Springs, on-site. You will follow SOPs, assist field personnel with troubleshooting, and manage trouble tickets across multiple channels.

You will document issues, monitor systems, and escalate complex problems to higher tiers while ensuring timely notifications to management. The role requires interim secret clearance, 2+ years in a helpdesk/NOC environment, and flexibility to work 3 shifts and holidays.

Qualifications

• Interim Secret clearance required to start; IAT-I certification preferred.
• 2+ years in a helpdesk or NOC environment.
• Flexibility to work any of 3 shifts including major holidays.

Responsibilities

• Adhere to SOPs and site policies.
• Assist personnel in field with troubleshooting platform and network issues.
• Document all helpdesk contact via Trouble Ticket with detailed info.
• Maintain and monitor local hardware and report malfunctions.
• Save and complete electronic data logs daily.
• Escalate issues to appropriate personnel and perform routine system checks.
• Receive customer contacts via email, VOIP, chat, or system messaging.
• Collect data to assess issues and enter into Trouble ticketing system.
• Provide basic troubleshooting steps to correct issues.
• Escalate to higher tier support and notify management.

Skills

Interim Secret clearance

IAT-I certification

Helpdesk/NOC experience

Windows OS basics

MS Office

Education

Interim Secret clearance

IAT-I certification

BS/BA preferred

Job description

Agile Defense is seeking a Customer Support Technician in Colorado Springs, on-site. You will follow SOPs, assist field personnel with troubleshooting, and manage trouble tickets across multiple channels.

You will document issues, monitor systems, and escalate complex problems to higher tiers while ensuring timely notifications to management. The role requires interim secret clearance, 2+ years in a helpdesk/NOC environment, and flexibility to work 3 shifts and holidays.