Client Support Technician

RESPONSIBILITIES

The Tier I service desk/desktop support 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
• 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
• Familiarity with Windows Operating system and Microsoft Office Suite
• Familiarity with troubleshooting printers and multi-function devices
• 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
• 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

REQUIRED QUALIFICATIONS

• Active Secret clearance required
• DoD 8570 IAT I certification required
• 1-3 years of relevant experience

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.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

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.

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".

COMPETENCIES 

• Establish Focus
• Change Management
• Performance Management
• Oral Communication
• Written Communication
• Persuasive Communication
• Interpersonal Awareness
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork
• Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

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: Office
• 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

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.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US

Clearance: Active Secret or higher

OTHER DUTIES

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.

EQUAL EMPLOYMENT OPPORTUNITY

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.