Senior Client Support Technician

Senior Client Support Technician

The Client Support Technician 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.

Provide technical support via phone, email, and chat to resolve user issues effectively and efficiently.

Troubleshoot and resolve hardware, software, and network-related problems.

Create, update, and close help desk tickets in accordance with defined processes.

Support Windows operating systems, including installations, imaging, and updates.

Configure and troubleshoot cloud-based applications (e.g., Office 365, SharePoint) and mobile devices (e.g., Apple iOS).

Install and support printers, multi-function devices (MFDs), and peripheral equipment.

Collaborate with Tier 2/3 support and other technical teams to escalate and resolve complex issues.

Maintain and contribute to internal knowledge bases and end-user documentation.

Support asset management processes including inventory, lifecycle tracking, and documentation.

Communicate technical concepts in a clear, non-technical manner to end-users.

Required qualifications include:

Active DoD Secret/DoE L clearance or ability to acquire one

DoD 8570 IAT II certification required

2+ years in a technical support or customer service role.

Proficiency in troubleshooting and supporting Windows operating systems.

Familiarity with basic networking concepts, including LAN/WAN and connectivity issues.

Experience with ticketing systems such as Remedy or ServiceNow.

Strong problem-solving skills and attention to detail.

Excellent written and verbal communication skills.

Ability to work effectively in both team-oriented and independent settings.

Overview

We are seeking a Senior Client Support Technician to support the AFRL 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 utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

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

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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%

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Citizenship: US

Clearance: Active Secret or higher

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

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.