Customer Service Desk

3 days ago

Colorado Springs, United States ClearanceJobs Full time

CSD Helpdesk Technician We are seeking a Customer Service Desk (CSD) Helpdesk Technician to join our team. The CSD Helpdesk Technician serves as the primary IT focal point for HQ USSPACECOM personnel, providing comprehensive technical support across multiple facilities. This position functions as the first line of response for IT and communications-related issues for all USSPACECOM mission computer hardware, software, and LANs. Responsibilities include: Serve as the primary point of contact for HQ USSPACECOM IT support, managing an average of 700 tickets monthly Provide telephone, ticket submission, email, and walk-up support at Building 1, Newport, and Bayfield facilities Remediate hardware and software issues that can be resolved on-site without specialized resources Coordinate with system/capability owners to resolve complex software or network issues Track, properly assign, and coordinate tickets submitted by customers Report problem resolution status to affected customers and maintain historical records Coordinate with external maintenance agencies to isolate faults, restore service, and make repairs Configure and troubleshoot military devices including desktops, mobile devices, and printers Coordinate with host-bases and service providers for communication/IT requests Complete ingress/egress paperwork for equipment and software from facilities Maintain maintenance management continuity documentation Oversee daily scheduled and unscheduled maintenance Assign job control numbers and meet restoral priorities according to USSPACECOM standards Required qualifications include: Active DoD Top-Secret clearance with SCI eligibility required. DCWF Work Role 411 (e.g., CompTIA Security+) Experience with military IT systems and hardware Proficiency in troubleshooting diverse technical issues Strong communication and customer service skills Ability to coordinate with various stakeholders to resolve complex problems Experience with ticket management systems Must be able to maintain necessary security clearances. Willingness to travel as required for meetings and training sessions. The work environment is an office in Colorado Springs, CO, with a 24/7 operational support schedule. The physical demands include handling, reaching, talking, hearing, standing, walking, sitting, climbing, balancing, stooping, kneeling, crouching, crawling, and lifting up to 50 pounds. The position requires US citizenship and an active DoD Top Secret Clearance level with SCI eligibility. Target salary range: $78,000.00 - $85,000.00. The displayed salary is one component of the total compensation package for employees.

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