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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)

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CEO of Agile Defense
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Jay Lee
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Average salary estimate

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$35000K
$52500K

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What You Should Know About Customer Service Technician, Agile Defense

Are you ready to embark on a career as a Customer Service Technician at Agile Defense in beautiful Colorado Springs, CO? At Agile Defense, we pride ourselves on our innovative approach and unwavering spirit to adapt and excel in everything we do. As a vital member of our team, you'll be instrumental in providing crucial support to our mission command capabilities. In this role, you’ll assist personnel in the field by troubleshooting platform and network issues while documenting every interaction through our trouble ticketing system. Your work will directly contribute to ensuring our systems are running optimally and that our advanced technologies meet the needs of our nation's missions. You will engage with customers through various channels, guide them through basic troubleshooting steps, and escalate more complex issues to higher-tier support. A minimum of two years of experience in a helpdesk environment is ideal, and while certifications like IAT-I are preferred, they aren't required to get started. Shift work is a key part of this role, with opportunities to rotate shifts every six months. So if you're looking for a work environment that's as dynamic as it is rewarding, and where your contributions truly matter, Agile Defense is the perfect place for you to grow and thrive!

Frequently Asked Questions (FAQs) for Customer Service Technician Role at Agile Defense
What responsibilities does the Customer Service Technician at Agile Defense have?

The Customer Service Technician at Agile Defense is responsible for assisting personnel in troubleshooting various platform and network issues. They document all helpdesk interactions through the MCSC Trouble Ticket system and monitor network performance, ensuring all systems are functioning optimally. The role also includes providing basic troubleshooting assistance to customers and escalating complex issues to higher-tier support.

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What qualifications do I need to apply for the Customer Service Technician position at Agile Defense?

To apply for the Customer Service Technician position at Agile Defense, you must be a U.S. citizen with at least an Interim Secret clearance. Ideally, you should have a minimum of two years of experience in a helpdesk environment, and while an IAT-I certification is preferred, it is not mandatory. Additionally, a basic understanding of Windows OS and Microsoft Office products is beneficial.

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What are the shift requirements for the Customer Service Technician role at Agile Defense?

The Customer Service Technician role at Agile Defense requires flexibility, as it involves working on shifts that include rotations every six months. The available shifts are from 6 AM to 2 PM, 2 PM to 10 PM, and 10 PM to 6 AM, including weekends and holidays. This dynamic work schedule allows for varied experiences while ensuring continual operational support.

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How does Agile Defense support its employees in the Customer Service Technician role?

Agile Defense prioritizes its employees' well-being and professional growth. As a Customer Service Technician, you are viewed as part of a family, where collaboration, open communication, and teamwork are fostered. The company culture is built on values such as happiness, helpfulness, honesty, humility, hunger for excellence, and hustle, ensuring a supportive atmosphere for every team member.

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What skills are essential for a successful Customer Service Technician at Agile Defense?

Essential skills for a Customer Service Technician at Agile Defense include effective communication, problem-solving capabilities, and basic technical knowledge of networking and operating systems. The ability to follow standard operating procedures and adapt to fast-paced work environments is also crucial for success in this role.

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Common Interview Questions for Customer Service Technician
Can you describe your experience in a helpdesk environment?

When answering this question, provide specific examples of your roles and responsibilities, particularly focusing on troubleshooting, customer interactions, and any tools or ticketing systems you've used. Highlight your problem-solving abilities and how you maintained communication with users during issue resolution.

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What troubleshooting steps would you take to resolve a network issue?

To effectively answer this question, outline a systematic approach: start with gathering information from the user, check connectivity, review system logs or error messages, and utilize diagnostic tools. Discuss your experience with these steps and emphasize your ability to escalate when necessary.

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How do you handle difficult customers?

Discuss your strategies for maintaining professionalism, such as actively listening, empathizing, and helping them feel heard. Provide an example where you successfully de-escalated a tense situation while ensuring the customer's issue was addressed efficiently.

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What has been your most challenging technical issue, and how did you resolve it?

Frame your answer by describing the issue in detail, how you diagnosed it, the steps you took to resolve it, and the outcome. Be sure to highlight your technical skills and your commitment to continual learning in customer service roles.

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Why do you want to work for Agile Defense?

Express your admiration for Agile Defense's commitment to innovation and teamwork. Discuss how their values resonate with you and how you see yourself contributing to their mission. Mention your passion for helping others in a fast-paced environment.

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What technical skills do you possess that are relevant to this role?

Identify key technical skills such as your experience with troubleshooting tools, operating systems, or any certifications you have. Explain how these skills have been developed through practical experience and how they will assist you in the Customer Service Technician role.

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Can you explain how you document your work and track issues?

Discuss your familiarity with trouble ticketing systems and how you ensure accurate logging of issues, user interactions, and resolutions. Provide examples from past experiences where your documentation facilitated better follow-up and resolution times.

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How do you prioritize multiple tasks when supporting customers?

Share your approach to prioritizing tasks based on urgency and impact on user functionality. Mention tools you use for task management and provide a real-life scenario where effective prioritization made a significant difference.

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Describe a time when you had to learn a new technology quickly.

Illustrate your adaptability by sharing a specific example where you learned a new system or technology under time constraints. Highlight your ability to conduct independent research, ask questions, and apply your learning in a practical setting.

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What does excellent customer service mean to you?

Define excellent customer service as being proactive, attentive, and genuinely caring about resolving customer concerns. Share an example where you went above and beyond to achieve customer satisfaction, demonstrating how these values align with Agile Defense's mission.

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Agile Defense's mission is to transform our government customers' organizations using Information Technology so that they can meet their mission's deadlines with efficiency and quality.

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Full-time, on-site
DATE POSTED
December 21, 2024

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