Client Support Technician

Client Support Technician

The Client Support Technician position is responsible for answering calls, logging of incidents in the ticketing system, and providing the 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.

• 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 - 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
• Fundamental knowledge of enterprise network infrastructure and the ability to troubleshoot common connectivity issues
• 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

Required 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

Overview

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. "Technology moving at the speed of thought" embodies these principles the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Additional Job Information

Work Environment and Physical Demands:

• Location: Kirtland AFB, New Mexico
• Type of environment: Business environment
• Noise level: Medium-Loud
• Work schedule: Schedule is day shift Monday Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Authorization/Security Clearance:

Citizenship: US

Clearance: Active Secret or higher

Other Information:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.