Client Support Technician

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.
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.
• Maintains 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.
• Perform unit Information Assurance Officer (IAO) duties to include account actions for personnel provisions, deprovisions, modifications and maintaining of all 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.
• Scheduling and facilitating of all unit VTC

Qualifications

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