Service Counter Technician

GCyber is seeking a Service Counter Technician, to support a high profile DISA customer. You will be managing peripheral pickups, troubleshooting laptop repair issues, and provide walk-in services to ensure that customer needs are met promptly and effectively. As a Service Counter Technician, you will: Deliver professional and friendly front-line technical support by welcoming clients, managing interactions, and assisting with issues like laptop re-imaging, CAC PIN resets, and VPN connectivity. Provide in-person troubleshooting and proactive guidance for hardware, software, and network issues, escalating complex problems when necessary and conducting user education sessions. Maintain accurate documentation of service requests and technical resolutions in systems like SNOW, ensuring organized records and clear communication. Collaborate effectively with internal teams and assist VIP customers, managing multiple priorities and contributing to smooth service delivery, even during high-demand periods. Demonstrate flexibility and commitment by adhering to rotating shift schedules, including evenings, weekends, and holidays, and taking initiative to support team efficiency and customer satisfaction. Minimum Qualifications and Experience: Active DoD Secret clearance Bachelor's Degree in IT related field or equivalent related experience in lieu of degree 2-4 years of professional experience supporting PC hardware and software systems. 8570 level IAT II certification (i.e., Security+, CySA+, CCNA - Security, CND, GICSP, GSEC, SSCP) Experience with ticketing systems is essential; familiarity with ServiceNow a plus. Excellent customer service skills