IT Customer Service Technician

Agile Defense
Michigan
Workplace: OnsiteFull timeFunction: Field Service, Maintenance & Skilled TradesExperience: 2+ yearsEducation: high_schoolSkills: ["Customer service","Communication","Teamwork","Time management","Professionalism"]

Provide end-user IT support onsite at Detroit Arsenal by responding to tickets and inquiries, diagnosing hardware and software issues, and guiding users through troubleshooting steps. Use service desk tools to receive, log, route, resolve, and follow up on trouble calls. Support and advise on government IT systems and equipment (desktops, laptops, printers, scanners, VTC/midr room equipment) while maintaining required Secret clearance and IAT Level I certifications.

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FursaFursa
Agile Defense
Agile Defense
4 days ago

IT Customer Service Technician

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Provide end-user IT support onsite at Detroit Arsenal by responding to tickets and inquiries, diagnosing hardware and software issues, and guiding users through troubleshooting steps. Use service desk tools to receive, log, route, resolve, and follow up on trouble calls. Support and advise on government IT systems and equipment (desktops, laptops, printers, scanners, VTC/midr room equipment) while maintaining required Secret clearance and IAT Level I certifications.
Location: Michigan
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Provide end user support by responding to tickets, resolving and escalating app and IT issues.
  • •Assist computer users by diagnosing hardware/software problems and walking customers through troubleshooting steps.
  • •Use the automated service desk to support inquiries, including receiving, logging, routing, resolving, and follow-up reporting.
  • •Provide technical guidance on hardware/software utilization such as installation, operation, and troubleshooting.
  • •Operate and provide technical assistance for computer equipment and Video Teleconferencing (VTC)/meeting equipment.
Travel: Low travel

Key Requirements

  • •Must have an active Secret clearance (clearance level: Secret, must have clearance to start).
  • •Must be IAT Level I certified (A+ ce, Net+ ce; Security+ ce preferred).
  • •Must obtain Security+ within 6 months of start.
  • •Must have at least 2 years of experience in IT or Technical Customer Service.
  • •Experience with Active Directory and Windows 11, including troubleshooting; also familiarity with Beyond Trust and MS Office.
Experience:2+ yearsGovernment IT
Education:High School
Skills:Customer serviceCommunicationTeamworkTime managementProfessionalism
Certifications:IAT Level IA+ ceNet+ ceSecurity+ ce
Tech Stack:Active DirectoryWindows 11Beyond TrustMS OfficeSCCMVPNVTCRDPLaptopsDesktopsPrintersScannersPlottersMobile devicesVideo teleconferencingService desk

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
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