Customer Support Technician

About the Role

Customer Support Specialist will adhere to and apply the Standard Operating Procedures (SOP) and site-specific policies and procedures. Assist personnel in the field with troubleshooting platform and network issues.

• Document all helpdesk customer contact via Trouble Ticket within the trouble including detailed issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked.
• Monitor network capabilities, functions and performance via all means as provided by diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.
• Maintain and monitor local hardware and equipment and report any malfunctions to the Site Lead and Shift Leads.
• Save and complete electronic data logs entries daily; in the absence of electronic logs, create a paper log entry.
• Escalate issues not capable of being corrected to the appropriate personnel.
• Perform routine system checks on systems.
• Receive contact from customers via NIPR/SIPR email, voice (VOIP/SVoIP), chat, or system messaging (free text).
• Verify users are trusted users with the system and provide information on how to establish a trusted user relationship if they are not.
• Collect data to assess the issue being reported and enter the information into the appropriate Trouble ticketing system.
• Provide the customer with basic troubleshooting steps to assist in correcting the issue.
• Escalate issues to higher-tier support for further assistance and ensure notifications are sent to management.

Requirements

• Possess at minimum an Interim Secret clearance; Top Secret clearance required to start.
• IAT-I certification or greater preferred but not required.
• 2+ years of experience in a helpdesk environment or network operations center.
• BS or BA preferred but not required.
• Flexibility to work any of the 3 available shifts as well as major holidays.
• Basic understanding of Windows operating system and Microsoft Office Products (Word, Excel, PowerPoint).
• Ability to follow policies and procedures.

About Agile Defense

At Agile Defense, we know that action defines the outcome and new challenges require new solutions. 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. We leverage a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Core Values

Our culture is defined by the 6Hs, the values that guide everything we do:

• Happy - Be Infectious: Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive: Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy: Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded: Success is not achieved alone; humility ensures a culture of mutual respect, encouraging open communication and a willingness to learn from one another and take on any task.
• Hungry - Be Eager: Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven: Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Employees of Agile Defense are our number one priority, and our culture is fundamental to our success. Together, we accomplish great things as a family.