Senior IT Customer Support Technician

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 #: 1773

Job Title: Senior IT Customer Support Technician


Location: On-Site, Redstone Arsenal, AL


Clearance Level: Secret,  Must Have Clearance to Start


Required Certification(s): IAT Level I (A+ce, Net+ce; Security+ce preferred)

Job Description

SUMMARY


The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PAE FIRES which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PAE, Information Mission Area (IMA). PAE FIRES is an approved Data Center providing hosting to multiple organizations throughout the US Army Acquisition community.


JOB DUTIES AND RESPONSIBILITIES

• PAE FIRES end user support, ticket response, resolution, and escalation for apps/SP.


• This position is considered a “senior technician” position, and will serve as a dedicated team (small team assigned to one area) lead


• Respond to inquiries from computer users and assist in resolving IT problems. Diagnose computer hardware and software issues.


• Train and mentor junior technicians on tools, tips, and techniques for resolving issues.


• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems. Train and mentor junior personnel on proper procedures and processes.


• Diagnose the nature of the problem and walk the customer through the problem-solving steps.


• Train and mentor junior personnel on navigating customer relations


• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.


• Be proficient in the common software and hardware used by the government. Be able to provide guidance and resolve issues. Train and mentor junior personnel to become proficient.


• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.


• Operate and provide technical assistance on computer equipment, including desktops, laptops,
  portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.


• Operate and assist with Video Teleconferencing (VTC) and meeting equipment


• Other duties as assigned to support overall IT operations and team goals in support of the mission

Education and Background

• High School Diploma / GED required


• DoD/W background preferred

Years of Experience

4+ years

Required Skills

• Excellent Customer Service skills.


• Professional demeanor and appearance.


• Good communication skills.


• Must be able to work with a diverse and dynamic team.


• Time management


• Flexibility with time and availability to support the mission


• Other duties as assigned to support the mission

Preferred Skills

Some IT experience, preferably DoD/W

Working Conditons

Environmental Conditions

• 100% Onsite Support Required. Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Typical Physical Requirements

• Ability to remain in a stationary position (sitting/standing) for extended periods, up to 4 hours


• Ability to operate a computer and other office equipment, including frequent use of hands for typing


• Ability to communicate effectively in person, by phone, and in writing


• Occasionally move about the office to access files, equipment, or attend meetings


• Visual acuity sufficient to read printed and electronic documents, and to view a computer screen for extended periods.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.