Customer Support Tech - (Secret Clearance)
Are you a skilled technical support professional with a secret security clearance? Join the team as a Customer Support Technician and contribute to our mission of providing top-tier support to clients with sensitive security needs. As a support technician, you will play a critical role in assisting clients with technical issues while ensuring the confidentiality and security of classified information.
- Technical Assistance: Provide prompt and effective technical support to clients, diagnosing and resolving issues related to software, hardware, and network configurations.
- Clearance Management: Leverage your secret security clearance to handle sensitive information and troubleshoot security-related concerns.
- Remote Support: Assist clients remotely via phone, email, or remote desktop tools, guiding them through troubleshooting steps and solutions.
- Issue Escalation: Collaborate with higher-level technical teams to escalate and resolve complex technical challenges.
- Documentation: Maintain detailed records of client interactions, issues, and resolutions in our support ticketing system.
- Training: Educate clients on best practices, system usage, and security protocols to enhance their overall experience.
- Continuous Learning: Stay updated on the latest technology trends, security practices, and support methodologies.
- Secret security clearance is mandatory.
- Proven experience in technical support or a related field.
- Strong knowledge of hardware, software, and network troubleshooting.
- Excellent communication and customer service skills.
- Proficiency in remote support tools and ticketing systems.
- Strong problem-solving and analytical abilities.
- Ability to work well under pressure and handle confidential information.
- IT certifications (e.g., CompTIA A+, Network+, Security+) are a plus.