Marathon TS
Technical Support Representative
Marathon TS, Colorado Springs, Colorado, United States, 80509
Job Description
Job Description
Job description
Job Overview
As part of the SIPRNet Enterprise Service Center, you will join a team of elite Service Desk Technicians that cover a 24x7x365 Service Desk for the entire Air Force. This position is open at Peterson SFB.
Shift needed: Nights 10pm-6am, Saturdays thru Wednesdays.
This role is 100% onsite.
Provides onsite Tier 2-3 technical support and analysis to global Air Force and Space Force base IT personnel and customers. The candidate(s) must be able to assist local and remote users with complex IT-related issues and support daily IT Operations. The successful candidate(s) must possess solid interpersonal skills in addition to high technical aptitude. Position is designated as "Mission Essential”.
What you'll do:
Manage Service Desk queues, identify trends, provide improvement plans and resolve tickets
Provide expertise for the resolution of technical problems and troubleshoot issues
Respond to and update Service Desk tickets
Create/Receive/Escalate/Track work orders and incident tickets
Properly route work orders and incident tickets to the appropriate group
Create and modify accounts in Active Directory
Monitor network for outages
Resolve incidents using internal subject matter experts (SMEs) and OEM SMEs
Assist with reactive and proactive Problem Management
Support Change/Asset Management as required, via ticketing processes.
Interface with various levels of Air Force customers: CFP, NOS, MCCC, AMAC
to jointly troubleshoot
Support/Coordinate Authorized Service Interruption support after hours.
Document procedures, processes, customer guides, and internal technical documents
Track metrics for incident tickets and watch for trends
Monitor the network, applications, configurations, server configurations, NetFlow, logs, device tracker, virtualization, database performance, storage performance, and patch management
Identify, document, and resolve end-user issues/problems encountered on network/computing equipment
Coordinate with Service Desk Manager for performance of asset inventory, hardware orders, equipment movement, and shipping needs
Other project support as needed
You will support the network and end user devices for the customer base, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Customer experience is key and thus the Service Desk Technicians may provide training to customers. All work is performed inside enclave located on an active military base; no Travel is required. Service Desk Technicians will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems, accounts, and services.
QUALIFICATIONS
Associates degree in Information Technology Computer Science or equivalent 2 – 3 Years of relevant experience; Minimum of 3 years supporting end-users of networked computers (laptops/desktops); Minimum of 3 years of progressive experience in a call center/service desk environment
What you'll need:
An active CompTIA Sec+ CE certification (DoD CyberWorkforce 8140 certification IAT Level II )
Active DoD Secret Clearance
Service Desk (Remedy or SNOW experience): 3+ years
Proven customer support and ability to troubleshoot complex environments
Supporting the Windows OS: 3+ years
Knowledge of Active Directory Users and Computers
Microsoft Word, Excel, PowerPoint, Outlook, and Adobe Acrobat
Strong troubleshooting and problem-solving skills
Desired experience:
Air Force Network IT experience preferred
Experience using SolarWinds monitoring application
Basic understanding of static routing, ACLs, OSPF, and BGP protocol
Primary shift: Nights, 40 hours/week, Sat-Wed with ability to support 24x7 schedule as needed.
Onsite only, no remote work due to nature of work.
Company Description
Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.
Company Description Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.
Job description
Job Overview
As part of the SIPRNet Enterprise Service Center, you will join a team of elite Service Desk Technicians that cover a 24x7x365 Service Desk for the entire Air Force. This position is open at Peterson SFB.
Shift needed: Nights 10pm-6am, Saturdays thru Wednesdays.
This role is 100% onsite.
Provides onsite Tier 2-3 technical support and analysis to global Air Force and Space Force base IT personnel and customers. The candidate(s) must be able to assist local and remote users with complex IT-related issues and support daily IT Operations. The successful candidate(s) must possess solid interpersonal skills in addition to high technical aptitude. Position is designated as "Mission Essential”.
What you'll do:
Manage Service Desk queues, identify trends, provide improvement plans and resolve tickets
Provide expertise for the resolution of technical problems and troubleshoot issues
Respond to and update Service Desk tickets
Create/Receive/Escalate/Track work orders and incident tickets
Properly route work orders and incident tickets to the appropriate group
Create and modify accounts in Active Directory
Monitor network for outages
Resolve incidents using internal subject matter experts (SMEs) and OEM SMEs
Assist with reactive and proactive Problem Management
Support Change/Asset Management as required, via ticketing processes.
Interface with various levels of Air Force customers: CFP, NOS, MCCC, AMAC
to jointly troubleshoot
Support/Coordinate Authorized Service Interruption support after hours.
Document procedures, processes, customer guides, and internal technical documents
Track metrics for incident tickets and watch for trends
Monitor the network, applications, configurations, server configurations, NetFlow, logs, device tracker, virtualization, database performance, storage performance, and patch management
Identify, document, and resolve end-user issues/problems encountered on network/computing equipment
Coordinate with Service Desk Manager for performance of asset inventory, hardware orders, equipment movement, and shipping needs
Other project support as needed
You will support the network and end user devices for the customer base, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Customer experience is key and thus the Service Desk Technicians may provide training to customers. All work is performed inside enclave located on an active military base; no Travel is required. Service Desk Technicians will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems, accounts, and services.
QUALIFICATIONS
Associates degree in Information Technology Computer Science or equivalent 2 – 3 Years of relevant experience; Minimum of 3 years supporting end-users of networked computers (laptops/desktops); Minimum of 3 years of progressive experience in a call center/service desk environment
What you'll need:
An active CompTIA Sec+ CE certification (DoD CyberWorkforce 8140 certification IAT Level II )
Active DoD Secret Clearance
Service Desk (Remedy or SNOW experience): 3+ years
Proven customer support and ability to troubleshoot complex environments
Supporting the Windows OS: 3+ years
Knowledge of Active Directory Users and Computers
Microsoft Word, Excel, PowerPoint, Outlook, and Adobe Acrobat
Strong troubleshooting and problem-solving skills
Desired experience:
Air Force Network IT experience preferred
Experience using SolarWinds monitoring application
Basic understanding of static routing, ACLs, OSPF, and BGP protocol
Primary shift: Nights, 40 hours/week, Sat-Wed with ability to support 24x7 schedule as needed.
Onsite only, no remote work due to nature of work.
Company Description
Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.
Company Description Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.