Client Support Technician

About the Role

We are seeking a Client Support Technician to support the Kirtland C4 program at Kirtland AFB, in Albuquerque, New Mexico. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well-planned information management environment.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Create, update, and close out help desk tickets (familiarity with Remedy ticketing system is preferred).
• Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Maintain required documentation of Tier 1 processes and SOPs.
• Deployment, configuration, and troubleshooting of Windows 10 SDC.
• Knowledge of common protocols and basic network troubleshooting.
• Support SDC applications such as web browsers, Adobe, ActivClient, Microsoft Office products, and other software.
• Familiarity with PKI elements—supporting Tier I items such as smart cards and user certificates.
• Fundamental knowledge of enterprise network infrastructure and the ability to troubleshoot common connectivity issues.
• Perform unit Information Assurance Officer (IAO) duties, including account actions for personnel provisions, deprovisions, modifications, and maintaining associated documentation.
• Troubleshoot and configure peripheral devices, system hardware, and MFDs.
• Support enterprise applications on Apple iOS and other mobile devices.
• Maintain, support, and troubleshoot both classified and unclassified VTC systems.
• Schedule and facilitate all unit VTC.

Requirements

• Active Secret clearance required.
• DoD 8570 IAT I certification required.
• Active HDI Desktop Support Technician certification or ability to obtain within 60 days of hire.
• 1-3 years of experience.
• Prior experience in a government consulting services environment is preferred.
• U.S. citizenship required for security clearance eligibility.

Skills

• Excellent written and verbal communication skills.
• Ability to interface well with customers at various levels of seniority in diverse fields.
• Ability to adapt to dynamic team settings and work collaboratively.

Work Environment

• Location: Kirtland AFB, New Mexico.
• Environment: Business setting with medium-loud noise levels.
• Schedule: Day shift, Monday–Friday. May require evenings or weekends to meet program needs.
• Travel: Less than 10%.

Physical Demands

• Regularly required to use hands, reach with hands and arms, talk, and hear.
• Regularly required to stand, walk, sit, climb, balance, stoop, kneel, crouch, or crawl.
• Regularly required to lift up to 10 pounds; frequently lift up to 25 pounds; occasionally lift up to 50 pounds.
• Vision requirements include close, distance, peripheral, depth perception, and ability to adjust focus.

Benefits

• Health, dental, and vision insurance.
• 401K plan.
• Life insurance.
• Short-term and long-term disability plans.
• Vacation time and holidays.

Pay

Salary: $59,384.00 (estimate; actual compensation may vary based on education, experience, and other factors).