Customer Service Technician I

@ Agile Defense
Agile Defenseagiledefense.com

Customer Service Technician I

Redstone Arsenal, AL
Posted 1 day ago

About the job

Agile Defense delivers innovative tech solutions supporting national security. The Customer Service Technician I role focuses on resolving IT hardware/software issues, supporting system performance, and collaborating with team members.

Requirements

  • 0-2 years IT support experience
  • Proficient with IT support tools
  • Experience with remote access
  • Must be Security+ce certified

Qualifications

  • Secret security clearance
  • Excellent communication skills
  • Customer service oriented
  • Knowledge of ITSM platforms
  • Ability to troubleshoot hardware/software

Full job description

About Agile Defense

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 #: 1851


Job Title: Customer Service Technician I

Location: On-Site, Redstone Arsenal, AL

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s):Must be (IAT Level II) Security+ce certified


Job Description

Agile Defense is seeking a Customer Service Technician I to assist end-users with resolving hardware, software, and system issues across a wide range of IT equipment. This role involves diagnosing problems, restoring services, performing installations and upgrades, and maintaining daily system performance. The specialist will support customers through clear communication, training, and creation of documentation, while also contributing to the planning and implementation of new and existing PC systems. Collaboration with team members to improve processes and develop knowledge resources is a key part of this position.


Job duties & responsibilities: 

  • Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. 
  • May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems.
  • Diagnose and resolve computer hardware and software issues. 
  • Move, place, install, modify, and clean computer hardware and software.
  • Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software.
  • Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.
  • Make recommendations on obtaining and installing new and alternate software packages.
  • Respond to telephone calls and e-mail messages from customers with computer/software problems.
  • Diagnose the nature of the problem and walk the customer through the problem-solving steps.
  • Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.
  • Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.
  • Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.

    • Minimum Requirements

    • 0-2 years of experience in IT Technical Support
    • Must have an active minimum Secret security clearance
    • Must be (IAT Level II) Security+ce certified
    • Proficient in key IT support tools and systems, including ITSM platforms (ServiceNow, Remedy, or similar), Virtual Desktop Infrastructure (VDI), Microsoft Active Directory, print server and multifunction device administration, and software installation, configuration, and troubleshooting.

    • Experience with remote access to customers’ personal computers for diagnostic issues

    Preferred Qualifications

    • Associate Degree in IT or related field appreciated
    • Excellent Customer Service and communications skills
    • Provide clear and concise communications with customers and keep customers updated on progress
    • Knowledge of Change Management

    • Determine complexity of issues and understanding of issue escalation to other workgroups

    • Ability to mentor and assist junior technicians

    • Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation

    • Proficient in Remote Desktop support and remote control of customer computers

    • Ability to understand, implement, and advise customers on organization security policies and procedures

    Working Conditions

    • Standard office environment with a professional climate
    • Work is generally sedentary in nature but may require standing and walking for up to 10% of the time
    • Work is performed in a climate-controlled indoor environment with standard office lighting and minimal noise exposure

    Our Core Values

    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

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