Customer Service Specialist with Security Clearance
Requisition #:
CUSTO004038 Job Title:
Customer Service Specialist Location:
6560 Surveillance LP, Building 6007 Colorado Springs, Colorado 80913 Clearance Level:
Active DoD -Interim Secret Salary Range:
$31,500 - $47,250 SUMMARYPM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.
The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office - Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.
The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.
JOB DUTIES AND RESPONSIBILITIES 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, create 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 any and all of the following:
NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging (free text).
Verify users are a trusted user 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 in order to assist in correcting the issue.
Escalate issues to higher to tier support for further assistance and ensure notifications are sent to management.
QUALIFICATIONSRequired Certifications DoD IAT Level I Certification, or greater (preferred but not required).
Education, Background, and Years of Experience 2
years of experience in a helpdesk environment or network operations center.
BS or BA preferred but not required.
ADDITIONAL SKILLS & QUALIFICATIONSRequired Skills Ability to work on any of the (3) Available Shifts which include 6AM-2PM, 2PM-10PM and 10PM-6AM, including weekends and holiday.
(Note:
Shifts are assigned, and personnel are provided the opportunity to rotate every 6 months).
The position is Shift Work with an On-Site Requirement with no On-Call requirement.
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.
Ability to communicate in an effective manner and follow process and procedures.
WORKING CONDITIONSEnvironmental Conditions All work for this position is on site at the customer (Government) facility.
Work environment is fast paced and in a secure location.
There will be physical controls limiting access to the area and personnel will be unable to have a mobile device while working on shift.
Strength Demands Light - 20 lbs.
Maximum lifting with frequent lift/carry up to 10 lbs.
A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.
Physical Requirements Stand or Sit; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See About Us! Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission.
We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
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.
We believe several attributes are the root of our very best employees and extraordinary culture.
We have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy:
We exhibit a positive outlook in order to create a positive environment.
Helpful:
We assist each other and pull together as teammates to deliver.
Honest:
We conduct our business with integrity.
Humble:
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry:
We desire to consistently improve.
Hustle:
We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects.
Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor.
As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19.
Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Recommended Skills Communication Computer Architectures Customer Service Help Desk Infrastructure Management Microsoft Excel Estimated Salary: $20 to $28 per hour based on qualifications.
CUSTO004038 Job Title:
Customer Service Specialist Location:
6560 Surveillance LP, Building 6007 Colorado Springs, Colorado 80913 Clearance Level:
Active DoD -Interim Secret Salary Range:
$31,500 - $47,250 SUMMARYPM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.
The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office - Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.
The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.
JOB DUTIES AND RESPONSIBILITIES 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, create 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 any and all of the following:
NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging (free text).
Verify users are a trusted user 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 in order to assist in correcting the issue.
Escalate issues to higher to tier support for further assistance and ensure notifications are sent to management.
QUALIFICATIONSRequired Certifications DoD IAT Level I Certification, or greater (preferred but not required).
Education, Background, and Years of Experience 2
years of experience in a helpdesk environment or network operations center.
BS or BA preferred but not required.
ADDITIONAL SKILLS & QUALIFICATIONSRequired Skills Ability to work on any of the (3) Available Shifts which include 6AM-2PM, 2PM-10PM and 10PM-6AM, including weekends and holiday.
(Note:
Shifts are assigned, and personnel are provided the opportunity to rotate every 6 months).
The position is Shift Work with an On-Site Requirement with no On-Call requirement.
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.
Ability to communicate in an effective manner and follow process and procedures.
WORKING CONDITIONSEnvironmental Conditions All work for this position is on site at the customer (Government) facility.
Work environment is fast paced and in a secure location.
There will be physical controls limiting access to the area and personnel will be unable to have a mobile device while working on shift.
Strength Demands Light - 20 lbs.
Maximum lifting with frequent lift/carry up to 10 lbs.
A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.
Physical Requirements Stand or Sit; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See About Us! Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission.
We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
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.
We believe several attributes are the root of our very best employees and extraordinary culture.
We have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy:
We exhibit a positive outlook in order to create a positive environment.
Helpful:
We assist each other and pull together as teammates to deliver.
Honest:
We conduct our business with integrity.
Humble:
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry:
We desire to consistently improve.
Hustle:
We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects.
Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor.
As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19.
Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Recommended Skills Communication Computer Architectures Customer Service Help Desk Infrastructure Management Microsoft Excel Estimated Salary: $20 to $28 per hour based on qualifications.
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