Client Support Technician

Who We Are.

At CMIT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation through exemplary support for our clients and employees alike.

CLIENT SUPPORT TECHNICIAN

The Tier 1 Client Support Technician is responsible for answering calls, logging calls in the ticketing system, and providing customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting is also required.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
• Maintains required documentation of Tier 1 processes and SOPs
• May direct the activities of other team members
• Other duties as assigned

Education/Certifications Required

• High School diploma or equivalent
• Minimum DoD 8570 IAT Level I baseline certification (e.g. A+ CE, CCNA-Security, CND, Network+ CE, or SSCP) or higher required.
• HDI-CSR Customer Service Representative certification within 90 days of start date.

Crystal Management's flexible education and professional advancement program can ease or eliminate the cost of ongoing education and certification prep/exam, subject to company policy.

Qualifications Required

• Familiarity with Windows Operating system and Microsoft Office Suite
• Familiarity with troubleshooting printers and multi-function devices
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
• Familiarity with Account Permissions/Provisioning
• Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
• Adaptability in learning and supporting new software
• Familiarity with creating/updating service request tickets within Remedy and ServiceNow
• Applicant must possess refined critical thinking skills, should be a self-starter, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable, and reliable.
• Must be able to work independently in an unsupervised job environment with little to no supervision.

Additional Skills

• Prior experience in a government consulting services environment is preferred.

Clearance Required

• Active DoD Secret clearance or higher.

Who Makes It Happen.

At CMIT, we firmly believe that our innovative solutions are only as powerful as the teams harnessing them. Our people are more than just contributors - they are at the heart of everything we do and every success that we earn. Our employees are offered ample options to design a personalized benefits package that best meets their needs. Options include:

• Medical / Rx
• HSA / FSA
• Dental & Vision
• Life / AD&D
• Long & Short Disability
• Disability Insurance
• Accident Insurance
• Critical Illness
• Hospital Insurance
• Pet Benefits
• Education/Training Program
• 401k Retirement
• Generous Paid Time Off
• Flexible Parental Leave
• Volunteer Time Off
• Flexible Work Locations
• Alternative Work Schedules

CMIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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