Sr. Client IT Support Technician

Second-61: Our foundation is built upon the heart of patriotism; grounded in protecting that which matters most as Vigilant Defenders. We look forward to meeting you and sharing our mission to love and honor each other, our community, our country, and our customers, through superb services as their front-line Vigilant Defenders.

Position Description

We’re hiring a Sr. Client IT Support Technician, specific to FACCSM Support to join our team at Scott Air Force Base. This position is supporting the members of the Armed Forces, ensuring the warfighting capabilities of our US Military. In this role, you will provide technical support for hardware, systems, sub-systems and/or applications for customers as a Functional Area Communications and Computer Systems Manager (FACCSM). You will develop strategies to foster teamwork, promote excellence, and exude integrity as a leader on our team.

Position Responsibilities:

• Provide remote and/or desk side support to client users to aid in the implementation of new capabilities, resolution of software problems, and assist in troubleshooting issues associated with accessing and utilizing servers and peripherals
• Field questions about installation, operation, configuration, customization, and usage of assigned products and will apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Organize and catalog printers, including assisting with life cycle replacements
• Troubleshoot, support, and navigate centralized printer controller
• Train end users in use of equipment and software
• Maintain and utilize telecommunications protocols
• Install new hardware and maintain existing hardware
• Apply Government approved operating system updates and/or patches
• Load and configure approved client software on end-user devices as necessary to support access to services and use of peripherals
• Respond to Classified Message Incidents (CMI) and take appropriate action to remediate issues
• Respond to incidents with the Incident Priority and Escalation Matrix
• Document maintenance actions in the ITSM system

Experience:

• 10+ years of comparable technical support experience
• Proven experience in communicating with executive staff within a Department of Defense setting

Security Qualifications:

• Position is only open to US Citizens
• Active Department of Defense Secret Security Clearance

Certifications and Education:

• Must have a DoD 8570 Level II Certification such as CompTIA Security +
• HDI Customer Service Representative - or willing to obtain within 60 days of starting

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.