Client Support Technician

Crystal Management | CMIT • Albuquerque, NM, United States • 2d ago

Description

The Kirtland C4 Team is seeking a Client Support Technician to work at Kirtland Air Force Base in Albuquerque, NM. This Tier 1 service desk position is responsible for answering calls, logging incidents in the ticketing system, and providing customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

Responsibilities

Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
Creates, updates and closes out help desk tickets
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

Qualifications

Experience/Skills

Familiarity with the Windows Operating system and Microsoft Office Suite
Familiarity with creating/updating Remedy tickets is preferred
Familiarity with troubleshooting printers and multi-function devices
Familiarity with the setup of Video Teleconferencing systems
Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
Familiarity with Account Permissions/Provisioning
Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
Adaptability in learning and supporting new software
Must possess refined critical thinking skills, should be a self-starter, multi-task capable, and adaptive to a dynamic environment.
Excellent written and verbal communication skills.
May direct the activities of other team members, diplomatic, dependable, and reliable.
Prior experience in a government consulting services environment is preferred

Education/Certification Required

Minimum DoD 8570 IAT Level I (A+ CE, CCNA-Security, CND, Network+ CE, or SSCP) certification required
Ability to obtain a Customer Service Representative (CSR) certification within 90 days of assignment.

CMIT's flexible education and professional advancement program can ease or eliminate the cost of ongoing education and certification prep/exam, subject to company policy.

Clearance Required