Client Support Technician

TekSynap•Albuquerque, NM

9d•Onsite

About The Position

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. 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.

Requirements

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

Nice To Haves

Prior experience in a government consulting services environment is preferred
Familiarity with Remedy ticketing system is preferred

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 - 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