Customer Support Specialist

Overview

Position Title:

Customer Support Specialist

S2

Technologies is currently sourcing for qualified candidates to join our team. We are currently looking for candidates having training and experience performing as a Customer Support Specialist. As a Customer Support Specialist, you will provide helpdesk, system, and network operations support in a 24×7 NOC environment. This position is responsible for monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications.

This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues. The qualified candidate shall perform the following tasks:

• Provide helpdesk, system, and network operations support in a 24×7 NOC environment with monitoring, diagnostics, issue escalation, triage, and information gathering.
• Monitor network capabilities, functions, and performance using diagnostic tools and data from various sources; create trouble tickets for observed issues.
• Assist personnel in real-time troubleshooting of system and network issues via phone, email, and live chat.
• Provide Tier 0/1 helpdesk support for various systems and Tier 2 support for the Blue Force Tracker family of systems.
• Document all customer contact in an online ticketing system within the NOC, including issue details, reporter, unit/company, location, and history.
• Adhere to Standard Operating Procedures and site-specific policies and procedures.
• Work in a fast-paced environment and collaborate with diverse teams to resolve issues.

• Experience:
  
  1-2 years of Helpdesk Support Experience.
• Basic understanding of networking concepts (OSI model) and Windows OS and Microsoft Office (Word, Excel, PowerPoint).
• Experience with 24×7 monitoring and support of hardware and software for critical global network operations.
• Ability to work with people and varied organizations via email or telephone and extract the root cause of issues.

• N/A

• N/A

• Secret Clearance Required

• Shift Work 24/365 Helpdesk

Fort Carson, CO

$30,000 - $50,000

Full Time

Medical, Dental, Vision, Short Term and Long Term disability and Life Insurance. 401K with company contributions. Paid Time off includes Vacation, Sick leave and Federal Holidays.

S2

Technologies is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, ethnicity, national origin, color, religion, sex, physical or mental disability, protected veterans  status, or any other status protected by the laws or regulations in the locations where we operate. Applicants living in a Hub Zone designated area receive preferential selection when meeting all other required qualifications.