Client Support Technician

RESPONSIBILITIES

The Client Support Technician position is responsible for answering calls, logging incidents in the ticketing system, and providing customers with rapid and accurate answers and information. This requires an IT background to assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in diverse fields is essential, as are excellent written and verbal communication skills.

The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting is also important.

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Create, update, and close help desk tickets; familiarity with Remedy ticketing system is preferred.
• Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Maintain required documentation of Tier 1 processes and SOPs.
• Deploy, configure, and troubleshoot Windows 10 SDC.
• Knowledge of common protocols and basic Network Troubleshooting.
• Support SDC applications such as Web Browsers, Adobe, Activ Client, Microsoft Office products, and other software.
• Familiarity with PKI elements, supporting Tier I items such as smart cards and user certificates.
• Fundamental knowledge of enterprise network infrastructure and the ability to troubleshoot common connectivity issues.
• Perform unit Information Assurance Officer (IAO) duties, including account actions for personnel provisions, deprovisions, modifications, and maintaining all associated documentation.
• Troubleshoot and configure peripheral devices, system hardware, and MFDs.
• Support enterprise applications on Apple iOS and other mobile devices.
• Maintain, support, and troubleshoot both classified and unclassified VTC systems.
• Schedule and facilitate all unit VTC.

REQUIRED QUALIFICATIONS

• Active Secret clearance required.
• DoD 8570 IAT I certification required.
• Active HDI Desktop Support Technician or ability to obtain within 60 days of hire.
• 1-3 years of experience.
• Prior experience in a government consulting services environment is preferred.

We are seeking a Client Support Technician to support the Kirtland C4 program at Kirtland AFB, in Albuquerque, New Mexico.

Tek Synap is a fast-growing high-tech company that understands both the pace of technology today and the need for a comprehensive, well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package, including health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.

Visit us at

The safety and health of our employees is of utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:
  
  Kirtland AFB, New Mexico
• Type of environment:
  Business environment
• Noise level:
  Medium-Loud
• Work schedule:
  
  Monday – Friday day shift; may be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel:
  Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk;…