Customer Support Specialist

Customer Support Technician
Aberdeen Proving Ground, MD
Employee Type: Full Time
Clearance: Secret
Schedule: Shift Work 24/365 Helpdesk
Travel: Some

Position Overview:
As a Customer Support Technician you will provide helpdesk, system and network operations support in a 24×7 NOC environment. This position is responsible for monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support recourses and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues.

Responsibilities and Duties:

  • 24×7 monitoring and support of hardware and software supporting critical operations of a global network
  • Understand and adhere to the Standard Operating Procedures (SOP) of the organization, and adhere to all site specific policies and procedures
  • Assist personnel in the field with real-time troubleshooting of system and network issues via Phone, E-Mail, and Live-Chat systems
  • Provide Tier 0/1 Helpdesk support for various systems throughout the Mission Command Support Center, provide Tier 2 support for Blue Force Tracker family of systems
  • Accurately document all customer contact via an online Ticketing system within the Network Operations Center (NOC) to include detailed issues reported, who reported the issue, unit/company with the issue, location, and complete history of issue being worked
  • Monitor all network capabilities, functions, and performance utilizing 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

Required Skills and Qualifications:

  • Possess a Secret Clearance
  • Possess an Associate Degree Information Technology or equivalent experience, and possess 1-2 years of Helpdesk Support Experience
  • Basic understanding of networking, to include OSI model concepts, basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, Power Point)
  • Ability to work in a fast paced environment
  • Flexibility to work any of the 3 available shifts which include Morning, Mid-Day, and Nights as well as major holidays
  • Ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine real root of problem

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