Senior IT Customer Support Technician

About Agile Defense

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1773

Job Title: Senior IT Customer Support Technician

Location: On-Site, Redstone Arsenal, AL

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): IAT Level I (A+ce, Net+ce; Security+ce preferred)

Job Description

SUMMARY

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PAE FIRES which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PAE, Information Mission Area (IMA). PAE FIRES is an approved Data Center providing hosting to multiple organizations throughout the US Army Acquisition community.

JOB DUTIES AND RESPONSIBILITIES

• PAE FIRES end user support, ticket response, resolution, and escalation for apps/SP.
• This position is considered a “senior technician” position, and will serve as a dedicated team (small team assigned to one area) lead
• Respond to inquiries from computer users and assist in resolving IT problems. Diagnose computer hardware and software issues.
• Train and mentor junior technicians on tools, tips, and techniques for resolving issues.
• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems. Train and mentor junior personnel on proper procedures and processes.
• Diagnose the nature of the problem and walk the customer through the problem-solving steps.
• Train and mentor junior personnel on navigating customer relations
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Be proficient in the common software and hardware used by the government. Be able to provide guidance and resolve issues. Train and mentor junior personnel to become proficient.
• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operate and provide technical assistance on computer equipment, including desktops, laptops,

portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.

• Operate and assist with Video Teleconferencing (VTC) and meeting equipment
• Other duties as assigned to support overall IT operations and team goals in support of the mission

Education and Background

• High School Diploma / GED required
• DoD/W background preferred

Years of Experience

4+ years

Required Skills

• Excellent Customer Service skills.
• Professional demeanor and appearance.
• Good communication skills.
• Must be able to work with a diverse and dynamic team.
• Time management
• Flexibility with time and availability to support the mission
• Other duties as assigned to support the mission

Preferred Skills

Some IT experience, preferably DoD/W

Working Conditons

Environmental Conditions

• 100% Onsite Support Required. Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Typical Physical Requirements

• Ability to remain in a stationary position (sitting/standing) for extended periods, up to 4 hours
• Ability to operate a computer and other office equipment, including frequent use of hands for typing
• Ability to communicate effectively in person, by phone, and in writing
• Occasionally move about the office to access files, equipment, or attend meetings
• Visual acuity sufficient to read printed and electronic documents, and to view a computer screen for extended periods.