Customer Service and Technical Support, PC Support Manager, Active DoD Secret Security Required

Location: Huntsville, AL
Date Posted: 09-05-2018

Candidate is responsible for performing tasks which require touching the desktop. Given that this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances.  Candidate must possess excellent communication skills including verbal, written, and telephone etiquette.  Above average ability to interpret, analyze, troubleshoot and resolve technical problems.  Must be decisive, conscientious and interact well in a team environment or training capacity.  Have a strong desire to learn and be able to follow policies and procedures.  Must demonstrate the ability to work well with a minimal amount of supervision.  Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment.  Must provide a high level of interfacing with co-workers and communicate effectively with the clients, IT personnel and management.
Provide direct customer service and technical support to users as required via phone, e-mail, on-line systems and in person. Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations. Serve as a liaison with organization leadership for technology-related issues, guidance and questions. Provide desk-side information technology support to U.S. Army war-fighter customers/users at a military installation. Provide professional and prompt responses to users for problem resolution, in person, verbally and in writing. Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing. Must be able to interface with individuals and military/civilian professionals at all levels of the organization. Must have good organizational skills and be able to work independently. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.
Activities will be directed, monitored, outlined and supervised by a Project Lead.  Works independently on recurring projects and assigned tasks.  Serves as liaison with PEO and PMO leadership.  Serve as liaison/coordinator for organization moves/relocations, equipment refreshes, and organization projects.  Assist team members with solving high-level technical issues, providing guidance and assistance as needed.  Candidate will be responsible for training junior technicians in troubleshooting/repair/maintenance of PC hardware, troubleshooting/installing software on PCs, and use and maintenance of PC operating systems.  Candidate serves as a leader, providing guidance and coaching/training resources to improve customer support techniques.  Often they will research, administer and support new technologies in the IT arena per customer requirements. Candidate will have strong working knowledge of desktop operating systems, office applications, hardware, installation/troubleshooting and knowledge of network operating systems and hardware.  Candidate will plan and implement projects such as migrations, upgrades, and implementation of new technologies.  Candidate should be able to resolve the most complicated technical issues, rarely needing advice and/or expertise from a higher-level technician.
Required: Candidate must have a CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification.  Examples:  MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician.
Desired: Candidate is desired to have 6 years of relevant experience OR 4 years of relevant experience and an Associate’s Degree in a Technical Discipline or related field.
Candidate must possess an Active Secret Security Clearance. This is a full-time position located in Huntsville, AL.
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