Customer Technical Support Representative 5 with Security Clearance

Overnight Customer Technical Support Rep 5 Location: Colorado Springs, Co Duration: 6+ Months Rate: $42.50/hr BOE Secret Clearance Required 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. 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. This role is 100% onsite. 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. This is a rated subcontract certified for national defense, emergency preparedness, and energy program use and the Contractor shall follow all of the requirements of the Defense Priorities and Allocations System regulation (15 CFR 700). The rating on this subcontract is DO-A7 For this position, there will be only one bill rate regardless of hours worked in a day and/or workweek. The North American Industry Classification System (NAICS) code for this acquisition is 561320. The small business size standard is $34 million Join the TASC Technical Services team, with 30 years of excellence in the staffing industry. We offer competitive benefits including health care plans, a 401k plan with company match, and a weekly paycheck with direct deposit. Additionally, we follow all state and federal guidelines for compensated time off. TASC Technical Services is an Equal Opportunity Employer.