Customer Support Technician

Description

A&T Systems, Inc. is seeking a qualified Customer Support Technician (Tier II) to support the Information Management Communications Services IV (IMCS IV) contract at the Presidio of Monterey. This role provides direct technical assistance to end-users through both on-site and remote means, supporting critical IT systems and services essential to the installation’s daily operations. The ideal candidate will bring strong troubleshooting abilities, attention to detail, and a customer-first mindset to deliver Tier II technical support that meets or exceeds Army Information Technology Project (AITP) performance standards.

Key Responsibilities

End-User Technical Support

• Provide on-site technical assistance for customer IT assets including desktops, docking stations, laptops, printers, scanners, and other peripherals. 
• Address hardware, software, network, account, and email issues escalated from Tier I / Army Enterprise Service Desk (AESD). 
• Use remote assistance tools to resolve customer issues when physical support is not practical. 
• Respond to and resolve customer trouble tickets within 24 hours of receipt, and in accordance with established AITP timelines. 

Systems Installation and Maintenance

• Install, configure, troubleshoot, and maintain hardware and software systems at the workstation level. 
• Support reinstallation and configuration of IT assets during personnel moves and lifecycle events (additions, changes, deletions). 

Knowledge Management and Process Documentation

• Maintain a current, easy-to-use FAQ repository that addresses common support issues and step-by-step troubleshooting guides (e.g., printer installation, application access). 
• Document all service interactions, resolutions, and equipment used in the AESMP or ServiceNow ticketing systems for audit and trend analysis. 

Diagnostic and Problem Resolution

• Apply proven diagnostic techniques to identify technical issues, investigate root causes, and recommend or implement corrective solutions. 
• Support remediation for issues related to Microsoft Windows, common enterprise software, basic network connectivity, and email configurations. 
• Utilize tools such as Microsoft Endpoint Configuration Manager (MECM) for remote deployment and software installation tasks. 

Communication and Customer Service

• Communicate clearly with customers to provide updates, gather additional information, and ensure service satisfaction. 
• Follow all documented Standard Operating Procedures (SOPs) and established service management workflows.

Requirements

Required:

• Active DOD Secret Clearance
• 2–4 years of hands-on experience in a Tier II help desk or desktop support role, ideally in a military or government environment.
• Proficiency in Microsoft Windows environments, basic networking, and support tools (e.g., MECM, ServiceNow, AESMP).
• Strong troubleshooting skills and familiarity with diagnosing issues in a structured, time-sensitive support setting. 
• Working knowledge of Help Desk operations and customer support best practices. 
• Familiarity with Army Enterprise Service Desk (AESD) workflows and IMCS IV operational environment.

Certifications:

• Microsoft Certified IT Professional (MCITP) – Windows 11 or equivalent, aligned with current NETCOM baseline OS
• CompTIA Security+ CE or equivalent DoD 8570 certification