Senior Customer Support Tech 2
Location: Fairfax, Virginia – 100% Remote | Contract: 1+ year
About the role
A Senior Customer Support Technician provides technical assistance and support to internal and external customers, resolving IT‑related issues and ensuring customer satisfaction. Responsibilities include answering inquiries, diagnosing and troubleshooting hardware, software, printers, network, and telecommunications problems, providing solutions or work‑arounds, and escalating issues when necessary. The role also contributes to technical documentation, knowledge bases, and training materials, prepares help‑desk incident reports, assists in hardware and software evaluations, and supports company‑hosted web‑enabled technology solutions for a leading defense and technology organization.
What You’ll Experience
- Exposure to mission‑critical systems supporting government and defense initiatives
- Work with advanced technologies in secure and highly regulated environments (AI, cloud‑native platforms, cyber defense, AR/VR, etc.)
- Collaboration with an innovative team focused on solving complex challenges
- Opportunities to expand technical expertise while supporting meaningful missions
What You Bring to the Table
- Associate’s degree or equivalent experience plus a minimum of 1 year of relevant experience
- Ability to facilitate SRT calls to expedite service recovery and restoration
- Ability to monitor, verify configurations, and provide first‑level triage of networked servers, storage, and other infrastructure devices
What Sets You Apart
- Creative thinking with the ability to multitask in a fast‑paced environment
- Team player who thrives in collaborative settings and contributes to team success
- Commitment to ongoing professional development and continuous learning
- Ability to identify opportunities to apply AI and automation for continuous improvement and innovation
Benefits
- Medical, dental, and vision coverage
- Spending accounts and voluntary life insurance plans
- 401(k) retirement plan participation