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Client Services Tech Support Specialist

Location Dc, United States
Posted 27-September-2021
Description
Overview

We are looking for personnel to provide World Class Customer Service and IT Skills with our team at a Client Site in St. Louis, MO. Duties are to staff the US Coast Guard Centralized Service Desk (CSD), providing Tier 1 Support/Remote Support to Coast Guard members worldwide. As a part of the VariQ team supporting centralized service desk operations, the Client Services Technical Support Specialist is responsible for ensuring service desk functions and services are performed efficiently and effectively, to include restoring service interruptions, escalate problems as needed, fulfilling user requests, troubleshooting and fixing workstation issues.

The Coast Guard CSD utilizes the ITIL v3 methodology as a framework for the development of its Standard Operating Procedures.

The Client Technical Support Specialist must possess excellent customer service communication skills and strong understanding of Active Directory, Outlook, VPN/Remote Access and Good Technologies to provide the end user with problem resolution via phone and utilization of remote access tools.

Ability to obtain/currently possess a DOD/DHS SECRET Clearance is a MUST!

Responsibilities

Specific tasks may include some of the following:

Support MS 365 in US Government DoD-EnvironmentProvide installation and support to MS Windows desktop operating systems (Windows 10 or higher)Install, configure, and remove COTs and GOTS softwareWork in a fast-paced high-call volume environmentCommunicate effectively and professionally with all end-usersUtilize BMC Remedy to submit, document, resolve, complete, escalate to fulfill all requests for assistanceCreate/modify/disable mail-enabled user accountsRegister/disable users for CAC logonAssist end-users with logon issuesCreate/modify/remove permissions to Security/Distribution Groups, shared mailboxes, shared foldersInstall/configure/troubleshoot various hardware/softwareSetup/configure/troubleshoot approved Good for Enterprise devicesOther tasks or projects as determined to be within the Contracted Scope of WorkMaintain data backup systems, devices, and mediaManage distribution lists, security groups; access permissions and
shared calendarsAddress Connectivity issues within networking environments, including use of network
management tools Perform, validate, and document patch management of IT sys

Qualifications

NOTE: The Coast Guard Centralized Service Desk is staffed 24x7x365. Shift work and/or weekend/Holiday work may be required. Normally you will have an assigned fixed schedule. Assigned schedules will be determined upon completion of the onboard training, passing of the qualification board, and based upon Operational Commitment! Continued employment is contingent upon passing the training and the qualification board!

It is anticipated that there will be a requirement for the candidate to possess/be able to obtain an IAT Certification - (IAT Level 1 - A+ or Net+) or (IAT Level 2 Security+) in the future depending upon job assignment at the site.

Minimum Requirements:
Secret clearance (interim Secret clearance is acceptable)Must have completed high school and 3 years experience. Prior military experience a PLUS!

OTHER DUTIES
This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
NOTE
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

VariQ is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected class. We consider diversity and inclusiveness to be core to our culture, and central to our commitment to fostering an empowering and supportive workplace.

Regards,

Rose Diaz

VariQ - Recruiter

d: 443-687-7663/ 202-657-6618

rose.diaz@variq.com |www.variq.com

CMMI Level 3 v2.0 DEV | ISO 9001:2015 | ISO 20000-1:2011 | ISO 27001:2013

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