Customer Service Technician I

Requisition #: 1851

Job Title: Customer Service Technician I

Location: On-Site, Redstone Arsenal, AL

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): Must be (IAT Level II) Security+ce certified

Job Description

Agile Defense is seeking a Customer Service Technician I to assist end-users with resolving hardware, software, and system issues across a wide range of IT equipment. This role involves diagnosing problems, restoring services, performing installations and upgrades, and maintaining daily system performance. The specialist will support customers through clear communication, training, and creation of documentation, while also contributing to the planning and implementation of new and existing PC systems. Collaboration with team members to improve processes and develop knowledge resources is a key part of this position.

Job duties & responsibilities:

• Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems.
• Diagnose and resolve computer hardware and software issues.
• Move, place, install, modify, and clean computer hardware and software.
• Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software.
• Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.
• Make recommendations on obtaining and installing new and alternate software packages.
• Respond to telephone calls and e-mail messages from customers with computer/software problems.
• Diagnose the nature of the problem and walk the customer through the problem-solving steps.
• Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.
• Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.
• Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.

Minimum Requirements

• 0-2 years of experience in IT Technical Support
• Must have an active minimum Secret security clearance
• Must be (IAT Level II) Security+ce certified

• Proficient in key IT support tools and systems, including ITSM platforms (ServiceNow, Remedy, or similar), Virtual Desktop Infrastructure (VDI), Microsoft Active Directory, print server and multifunction device administration, and software installation, configuration, and troubleshooting.

• Experience with remote access to customers’ personal computers for diagnostic issues

Preferred Qualifications

• Associate Degree in IT or related field appreciated
• Excellent Customer Service and communications skills
• Provide clear and concise communications with customers and keep customers updated on progress

• Knowledge of Change Management

• Determine complexity of issues and understanding of issue escalation to other workgroups

• Ability to mentor and assist junior technicians

• Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation

• Proficient in Remote Desktop support and remote control of customer computers

• Ability to understand, implement, and advise customers on organization security policies and procedures

Working Conditions

• Standard office environment with a professional climate
• Work is generally sedentary in nature but may require standing and walking for up to 10% of the time
• Work is performed in a climate-controlled indoor environment with standard office lighting and minimal noise exposure