Telesis Corporation Customer Support Specialist in Fort Carson, Colorado
CLEARANCE REQUIREMENT: Top Secret Eligible Customer Support TechnicianFort Carson, CO Employee Type: Full Time Clearance: Top Secret Schedule: Shift Work 24/365 HelpdeskTravel: SomePosition Overview: As a Customer Support Technician you will provide helpdesk, system andnetwork operations support in a 24x7 NOC environment. This position isresponsible for monitoring, Tier-I and Tier-II diagnostics support, andescalation of operational issues including triage and information gatheringfor support recourses and establishment of communications. This includeshardware and applications and will leverage standard & custom tools andtechniques to identify solutions to system and client issues.Responsibilities and Duties: * 24x7 monitoring and support of hardware and software supportingcritical operations of a global network * Understand and adhere to the Standard Operating Procedures (SOP)of the organization, and adhere to all site specific policies and procedures * Assist personnel in the field with real-time troubleshooting of systemand network issues via Phone, E-Mail, and Live-Chat systems * Provide Tier 0/1 Helpdesk support for various systems throughout theMission Command Support Center, provide Tier 2 support for Blue ForceTracker family of systems * Accurately document all customer contact via an online Ticketingsystem within the Network Operations Center (NOC) to include detailedissues reported, who reported the issue, unit/company with the issue,location, and complete history of issue being worked * Monitor all network capabilities, functions, and performanceutilizing means as provided by PM Mission Command such as diagnostic tools,monitor systems, individual platforms, or data supplied by other sourcesand create trouble tickets on all issues observedRequired Skills and Qualifications: * Possess a Top Secret Clearance * Possess an Associate Degree Information Technology or equivalentexperience, and possess 1-2 years of Helpdesk Support Experience * Basic understanding of networking, to include OSI model concepts,basic understanding of the concepts and functionality of Windows OperatingSystems as well as Microsoft Office Products (Word, Excel, Power Point) * Ability to work in a fast paced environment * Flexibility to work any of the 3 available shifts which includeMorning, Mid-Day, and Nights as well as major holidays * Ability to work with people and varied organizations via email ortelephone and calmly extract knowledge of the issue to determine real root ofproblemTelesis maintains a policy of non-discrimination for all employees andapplicants in every facet of the company s operations. In compliance withfederal and state laws, Telesis hires, trains, and promotes allqualified employees without unlawful discrimination on the basis of race,color, religion, gender, national origin, age, marital status,disability, and any other legally protected statusEmployer's Job# 18-00645Please visit job URL for more information about this opening and to view EOEstatement.