Customer Service Technician I

Agile Defense
United States
Workplace: OnsiteFull timeFunction: Field Service, Maintenance & Skilled TradesSkills: ["Customer service","Communication","Mentoring","Problem-solving","Documentation"]

Provide end-user technical support for PC, server, and mainframe applications and hardware at Redstone Arsenal. Diagnose and resolve computer hardware and software issues, recreate problems, run diagnostics, and oversee daily system performance. Install and upgrade systems, support remote desktop/remote control, and create documentation, training materials, and knowledge base articles. Collaborate to reduce recurring user issues and communicate with customers via email and phone.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agile Defense
Agile Defense
2 days ago

Customer Service Technician I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide end-user technical support for PC, server, and mainframe applications and hardware at Redstone Arsenal. Diagnose and resolve computer hardware and software issues, recreate problems, run diagnostics, and oversee daily system performance. Install and upgrade systems, support remote desktop/remote control, and create documentation, training materials, and knowledge base articles. Collaborate to reduce recurring user issues and communicate with customers via email and phone.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Entry level

Key Responsibilities

  • •Provide end-user support for PC, server, or mainframe applications and hardware under direct supervision
  • •Diagnose and resolve hardware and software issues using diagnostics and troubleshooting methods
  • •Move, place, install, modify, and maintain computer hardware and software
  • •Oversee daily performance of computer systems and evaluate installed software usefulness
  • •Support customers via email/phone, walk through resolution steps, and create training manuals and knowledge base articles

Key Requirements

  • •0-2 years of experience in IT technical support
  • •Active minimum Secret security clearance to start
  • •Must be (IAT Level II) Security+ce certified
  • •Proficiency with ITSM tools (ServiceNow, Remedy, or similar), VDI, Microsoft Active Directory, and software installation/troubleshooting
  • •Experience with remote access to diagnose customer PC issues
Experience:IT technical support
Education:
Skills:Customer serviceCommunicationMentoringProblem-solvingDocumentation
Certifications:Security+ceIAT Level II Security+ce
Tech Stack:ServiceNowRemedyITSMVirtual Desktop Infrastructure (VDI)Microsoft Active DirectoryRemote DesktopPrint serverMultifunction device administration

Eligibility

Security Clearance:Secret

Company Brief

Agile Defense
Provides cybersecurity services including managed detection and response, incident response, vulnerability assessments, and security operations to help organizations detect, respond to, and remediate cyber threats while meeting regulatory and compliance requirements.
Industry: Cybersecurity
Website