IT Customer Service Technician

Agile Defense
United States
Workplace: OnsiteFull timeFunction: Field Service, Maintenance & Skilled TradesExperience: 2+ yearsEducation: high_schoolSkills: ["Excellent customer service","Professional demeanor","Communication","Time management","Teamwork"]

Provide end-user IT support for apps and computer systems, handling ticket response, resolution, and escalation through a service desk workflow. Diagnose and troubleshoot hardware and software issues, guide users through problem-solving steps, and deliver technical assistance for desktops, laptops, printers, scanners, mobile devices, and VTC/meeting equipment. Support mission needs through onsite helpdesk operations, including receiving and routing trouble calls and follow-up reporting.

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FursaFursa
Agile Defense
Agile Defense
4 days ago

IT Customer Service Technician

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Provide end-user IT support for apps and computer systems, handling ticket response, resolution, and escalation through a service desk workflow. Diagnose and troubleshoot hardware and software issues, guide users through problem-solving steps, and deliver technical assistance for desktops, laptops, printers, scanners, mobile devices, and VTC/meeting equipment. Support mission needs through onsite helpdesk operations, including receiving and routing trouble calls and follow-up reporting.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Provide end user support, ticket response, resolution, and escalation for apps/SP.
  • •Respond to computer user inquiries and diagnose hardware/software issues.
  • •Use the automated service desk to assist customers with computer/software problems.
  • •Provide technical guidance for installation, operation, and troubleshooting of computer hardware/software.
  • •Operate and provide technical assistance for computer equipment and Video Teleconferencing (VTC) and meeting equipment.
Travel: Low travel

Key Requirements

  • •Must have an active Secret clearance to start.
  • •Must be IAT Level I (A+ce, Net+ce; Security+ce preferred) certified.
  • •At least 2 years of experience in IT or technical customer service.
  • •Experience with Active Directory and Windows 11, including Beyond Trust and MS Office.
  • •Experience with SCCM plus troubleshooting of laptops, printers, and mobile devices.
Experience:2+ yearsDoD
Education:High School in High School Diploma / GED
Skills:Excellent customer serviceProfessional demeanorCommunicationTime managementTeamwork
Certifications:IAT Level I (A+ce, Net+ce; Security+ce preferred)Security+
Tech Stack:Active DirectoryWindows 11Beyond TrustMS OfficeSCCMVPNVTCRDPA+ceNet+ceSecurity+cePrintersScannersPlottersDesktopsLaptopsMobile devices

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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