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.

Responsibilities:

• 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.

Qualifications:

• 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.