Customer Support Technician

Agile Defense
United States
Workplace: OnsiteFull timeUSD 50,000 - 50,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Teamwork","Problem-solving","Ethical conduct","Attention to detail"]

Provide on-site helpdesk and troubleshooting support for platform and network issues in a Colorado Springs environment. You’ll document and track incidents with trouble tickets, monitor hardware, equipment, and network performance using diagnostic tools, and escalate problems to appropriate personnel or higher-tier support. Support incoming customer communications across NIPR/SIPR email, VOIP/SVoIP, chat, and system messaging, while ensuring trusted-user verification and basic resolution steps.

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FursaFursa
Agile Defense
Agile Defense
1 day ago

Customer Support Technician

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide on-site helpdesk and troubleshooting support for platform and network issues in a Colorado Springs environment. You’ll document and track incidents with trouble tickets, monitor hardware, equipment, and network performance using diagnostic tools, and escalate problems to appropriate personnel or higher-tier support. Support incoming customer communications across NIPR/SIPR email, VOIP/SVoIP, chat, and system messaging, while ensuring trusted-user verification and basic resolution steps.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Adhere to SOP and site-specific policies while supporting customers with platform and network troubleshooting.
  • •Document helpdesk customer contacts in trouble tickets with detailed issue history, including reported user and unit/location details.
  • •Monitor network capabilities, functions, and performance using diagnostic tools, and create trouble tickets for observed issues.
  • •Maintain and monitor local hardware and equipment, report malfunctions to Site Lead and Shift Leads, and complete routine system checks.
  • •Handle customer contact via NIPR/SIPR email, VOIP/SVoIP, chat, and system messaging; verify trusted users and provide basic troubleshooting steps.

Pay and Benefits

Salary: USD 50,000 annually

Key Requirements

  • •Possess at minimum an Interim Secret clearance; must have clearance to start.
  • •2+ years of experience in a helpdesk environment or network operations center.
  • •Basic understanding of Windows operating system concepts and functionality, and Microsoft Office products (Word, Excel, PowerPoint).
  • •Flexibility to work any of the 3 available shifts as well as major holidays.
  • •Follow Standard Operating Procedures (SOP) and site-specific policies and procedures.
Experience:2+ yearsHelpdeskNetwork operations center
Education:Bachelor's
Skills:CommunicationTeamworkProblem-solvingEthical conductAttention to detail
Certifications:IAT-I
Tech Stack:WindowsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointNIPRSIPRVOIPSVoIP

Eligibility

Security Clearance:Interim SecretTop 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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