Customer Service Desk

Responsibilities & Qualifications

RESPONSIBILITIES

• 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

• 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.

Overview

We are seeking a CSD Helpdesk Technician to join our team. The Customer Service Desk (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.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com .

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Colorado Springs, CO

• Type of environment: Office

• Noise level: Low

• Work schedule: 24/7 operational support

• Amount of Travel: Contractor maybe required to travel within CONUS (