Customer Service Specialist

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #:CUSTO004038
Job Title: Customer Service Specialist
Location: 6560 Surveillance LP, Building 6007 Colorado Springs, Colorado 80913
Clearance Level: Active DoD - Interim Secret
Salary Range: $31,500 - $47,250 SUMMARYPM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office - Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets. 
JOB DUTIES AND RESPONSIBILITIESCustomer Support Specialist will adhere to and apply the MCSC Standard Operating Procedures (SOP) and site-specific policies and procedures.Assist personnel in the field with troubleshooting platform and network issues.Document all helpdesk customer contact via an MCSC Trouble Ticket within the MCSC FSC including detailed issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked.Monitor network capabilities, functions and performance via all means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.Maintain and monitor local hardware and equipment and report any malfunctions to the NOC Site Lead and Shift Leads.Save and complete electronic data logs entries daily, in the absence of, create a paper log entry.Escalate issues not capable of being corrected to the appropriate personnel.Perform routine system checks on systems.Receive contact from customers via any and all of the following: NIPR/SIPR email, voice (VOIP/SVoIP), chat, system messaging (free text).Verify users are a trusted user with the MCSC and provide information on how to establish a trusted user relationship in the event the user is not a trusted user.Collect data to access the issue being reported and enter the information into the appropriate Trouble ticketing system.Provide the customer with basic troubleshooting steps that can be performed in order to assist in correcting the issue.Escalate issues to higher to tier support for further assistance and ensure notifications are sent to management.
QUALIFICATIONS
Required CertificationsDoD IAT Level I Certification, or greater (preferred but not required).
Education, Background, and Years of Experience2+ years of experience in a helpdesk environment or network operations center.BS or BA preferred but not required.
ADDITIONAL SKILLS & QUALIFICATIONS
Required SkillsAbility to work on any of the (3) Available Shifts which include 6AM-2PM, 2PM-10PM and 10PM-6AM, including weekends and holiday. (Note: Shifts are assigned, and personnel are provided the opportunity to rotate every 6 months).The position is Shift Work with an On-Site Requirement with no On-Call requirement.Basic understanding of the concepts and functionality of Windows operating system as well as Microsoft Office Products (Word, Excel, Power Point).Ability to follow policies and procedures.Ability to communicate in an effective manner and follow process and procedures
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.
Happy - Be Infectious.Happiness multiplies and creates