Sobre esta vaga de Customer Service Technician I na Agile Defense
Agile Defense · Presencial · Redstone Arsenal, AL
About Agile Defense
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #: 1851
Job Title: Customer Service Technician I
Location: On-Site, Redstone Arsenal, AL
Clearance Level: Secret, Must Have Clearance to Start
Required Certification(s): Must be (IAT Level II) Security+ce certified
Job Description
Agile Defense is seeking a Customer Service Technician I to assist end-users with resolving hardware, software, and system issues across a wide range of IT equipment. This role involves diagnosing problems, restoring services, performing installations and upgrades, and maintaining daily system performance. The specialist will support customers through clear communication, training, and creation of documentation, while also contributing to the planning and implementation of new and existing PC systems. Collaboration with team members to improve processes and develop knowledge resources is a key part of this position.
Job duties & responsibilities:
Minimum Requirements
Proficient in key IT support tools and systems, including ITSM platforms (ServiceNow, Remedy, or similar), Virtual Desktop Infrastructure (VDI), Microsoft Active Directory, print server and multifunction device administration, and software installation, configuration, and troubleshooting.
Preferred Qualifications
Knowledge of Change Management
Determine complexity of issues and understanding of issue escalation to other workgroups
Ability to mentor and assist junior technicians
Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation
Proficient in Remote Desktop support and remote control of customer computers
Ability to understand, implement, and advise customers on organization security policies and procedures
Working Conditions
Our Core Values
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.
What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.
- Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
- Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
- Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
- Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
- Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
- Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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