Technical Support Representative

Job Overview
As part of the SIPRNet Enterprise Service Center, you will join a team of elite Service Desk Technicians that cover a 24x7x365 Service Desk for the entire Air Force. This position is open at Peterson SFB.

Shift needed: Nights 10pm-6am, Saturdays thru Wednesdays.
This role is 100% onsite.

Provides onsite Tier 2-3 technical support and analysis to global Air Force and Space Force base IT personnel and customers. The candidate(s) must be able to assist local and remote users with complex IT-related issues and support daily IT Operations. The successful candidate(s) must possess solid interpersonal skills in addition to high technical aptitude. Position is designated as "Mission Essential”.

What you'll do:

• Manage Service Desk queues, identify trends, provide improvement plans and resolve tickets
• Provide expertise for the resolution of technical problems and troubleshoot issues
• Respond to and update Service Desk tickets
• Create/Receive/Escalate/Track work orders and incident tickets
• Properly route work orders and incident tickets to the appropriate group
• Create and modify accounts in Active Directory
• Monitor network for outages
• Resolve incidents using internal subject matter experts (SMEs) and OEM SMEs
• Assist with reactive and proactive Problem Management
• Support Change/Asset Management as required, via ticketing processes.
• Interface with various levels of Air Force customers: CFP, NOS, MCCC, AMAC

to jointly troubleshoot

• Support/Coordinate Authorized Service Interruption support after hours.
• Document procedures, processes, customer guides, and internal technical documents
• Track metrics for incident tickets and watch for trends
• Monitor the network, applications, configurations, server configurations, NetFlow, logs, device tracker, virtualization, database performance, storage performance, and patch management
• Identify, document, and resolve end-user issues/problems encountered on network/computing equipment
• Coordinate with Service Desk Manager for performance of asset inventory, hardware orders, equipment movement, and shipping needs
• Other project support as needed

You will support the network and end user devices for the customer base, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

Customer experience is key and thus the Service Desk Technicians may provide training to customers. All work is performed inside enclave located on an active military base; no Travel is required. Service Desk Technicians will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems, accounts, and services.

QUALIFICATIONS
Associates degree in Information Technology Computer Science or equivalent 2 – 3 Years of relevant experience; Minimum of 3 years supporting end-users of networked computers (laptops/desktops); Minimum of 3 years of progressive experience in a call center/service desk environment

What you'll need:

• An active CompTIA Sec CE certification (DoD CyberWorkforce 8140 certification IAT Level II )
• Active DoD Secret Clearance
• Service Desk (Remedy or SNOW experience): 3 years
• Proven customer support and ability to troubleshoot complex environments
• Supporting the Windows OS: 3 years
• Knowledge of Active Directory Users and Computers
• Microsoft Word, Excel, PowerPoint, Outlook, and Adobe Acrobat
• Strong troubleshooting and problem-solving skills

Desired experience:

• Air Force Network IT experience preferred
• Experience using SolarWinds monitoring application
• Basic understanding of static routing, ACLs, OSPF, and BGP protocol

Primary shift: Nights, 40 hours/week, Sat-Wed with ability to support 24x7 schedule as needed.
Onsite only, no remote work due to nature of work.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Night shift

Application Question(s):

• The shift for this role is 10pm - 6am Saturdays thru Wednesday. Can you commit to this schedule?
• This role requires at least an active Secret Clearance. Do you hold an active Secret clearance or higher?
• Do you have an IAT Level II Certification (Security , SSCP, SCNP, GSEC, etc) or higher?

Work Location: In person

Salary : $65,000 - $75,000