Customer Service Technician

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 722

Job Title: Help Desk Analyst I

Location: 6560 Surveillance LP, Building 6007 Colorado Springs, Colorado 80913

Clearance Level: Active DoD - Interim Secret

Salary Range: $35,000 - $52,500

Required Certification(s): 

·         Must be a U.S. citizen and possess at minimum an Interim Secret clearance.

·         IAT-I certification or greater preferred but not required.

SUMMARY

PM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office - Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.

JOB DUTIES AND RESPONSIBILITIES

·         Customer Support Specialist will adhere to and apply the MCSC Standard Operating Procedures (SOP) and site-specific policies and procedures.

·         Assist personnel in the field with troubleshooting platform and network issues.

·         Document all helpdesk customer contact via an MCSC Trouble Ticket within the MCSC FSC including detailed issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked.

·         Monitor network capabilities, functions and performance via all means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.

·         Maintain and monitor local hardware and equipment and report any malfunctions to the NOC Site Lead and Shift Leads.

·         Save and complete electronic data logs entries daily, in the absence of, create a paper log entry.

·         Escalate issues not capable of being corrected to the appropriate personnel.

·         Perform routine system checks on systems.

·         Receive contact from customers via any and all of the following: NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging (free text).

·         Verify users are a trusted user with the MCSC and provide information on how to establish a trusted user relationship in the event the user is not a trusted user.

·         Collect data to access the issue being reported and enter the information into the appropriate Trouble ticketing system.

·         Provide the customer with basic troubleshooting steps that can be performed in order to assist in correcting the issue.

·         Escalate issues to higher to tier support for further assistance and ensure notifications are sent to management.

QUALIFICATIONS

Required Certifications

·         Must be a U.S. citizen and possess at minimum an Interim Secret clearance.

·         IAT-I certification or greater preferred but not required.

Education, Background, and Years of Experience

·         2+ years of experience in a helpdesk environment or network operations center.

·         BS or BA preferred but not required.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·         Ability to work on any of the (3) Available Shifts which include 6AM-2PM, 2PM-10PM and 10PM-6AM, including weekends and holiday. (Note: Shifts are assigned, and personnel are provided the opportunity to rotate every 6Months)

·         The position is Shift Work with an On-Site Requirement with no On-Call requirement.

·         Basic understanding of the concepts and functionality of Windows operating system as well as Microsoft Office Products (Word, Excel, Power Point).

·         Ability to follow policies and procedures.

·         Ability to communicate in an effective manner and follow process and procedures.

WORKING CONDITIONS

Environmental Conditions

·         All work for this position is on site at the customer (Government) facility. Work environment is fast paced and in a secure location.  There will be physical controls limiting access to the area and personnel will be unable to have a mobile device while working on shift.

Strength Demands

·         Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs.  A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.

Physical Requirements

·         Stand or Sit; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

Happy - Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.

Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)