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Customer Support Technician

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Job Summary:

As a Customer Support Technician, you will provide helpdesk, system, and network operations support in a 24/7 NOC environment. You will monitor systems, perform Tier I and Tier II diagnostics, and escalate operational issues as needed. This includes triage, information gathering, and establishing communications with support resources. You will troubleshoot hardware and application issues using both standard and custom tools to identify effective solutions.

Job Duties:

  • Customer Support Specialist will adhere to and apply the MCSC Standard Operating Procedures (SOP) and site-specific policies and procedures. 
  • Assist personnel in the field with troubleshooting platform and network issues. 
  • Document all helpdesk customer contact via an MCSC Trouble Ticket within the MCSC FSC including detailed issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked. 
  • Monitor network capabilities, functions and performance via all means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed. 
  • Maintain and monitor local hardware and equipment and report any malfunctions to the NOC Site Lead and Shift Leads.  
  • Save and complete electronic data logs entries daily in the absence of creating a paper log entry.
  • Escalate issues not capable of being corrected to the appropriate personnel. Perform routine system checks on systems. 
  • Receive contact from customers via all the following: NIPR/SIPR email, voice (VOIP/SVoIP), chat, and system messaging (free text). 
  • Verify users are trusted users with the MCSC and provide information on how to establish a trusted user relationship in the event the user is not a trusted user. 
  • Collect data to access the issue being reported and enter the information into the appropriate Trouble ticketing system. 
  • Provide the customer with basic troubleshooting steps that can be performed to assist in correcting the issue. 
  • Escalate issues to higher to tier support for further assistance and ensure notifications are sent to management.

Required Qualifications:

  • Must be a U.S. citizen and possess at minimum an Interim Secret clearance
  • IAT-I certification or greater preferred but not required
  • 2+ years of experience in a helpdesk environment or network operations center
  • Flexibility to work any of the 3 available shifts as well as major holidays.
  • Basic understanding of the concepts and functionality of Windows operating system as well as Microsoft Office Products (Word, Excel, Power Point).
  • Ability to follow policies and procedures.

Preferred Qualifications & Skills:

  • Ability to communicate in an effective manner and follow processes and procedures.
  • BS or BA preferred but not required.

Compensation:

We provide a competitive pay and benefits package. This position offers a salary range of $43,500-$46,000/year.  Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

 

www.belcan.com 

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.

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