Phacil, Inc. Customer Technical Support Engineer, Associate in Quantico, Virginia

Customer Technical Support Engineer, Associate

Location:Quantico, VA

Req #:5213

of openings:1


Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for aCustomer Technical Support Engineerto support an important government customer inQuantico, Virginia.

Position available upon final approval from customer

Clearance Level: Secret

Daily Job Responsibilities:

  • Manage incidents utilizing the Remedy Ticket Tracking System

  • Demonstrate an ability to perform Level 1 analysis and resolution of incidents and requests

  • Receive general information and formulate into a request for service and/or valid requirements

  • Manage tickets assigned to meet/exceed assigned SLAs

  • Provide excellent customer service skills via verbal and written communications

  • Receive and document incidents and requests submitted via telephone, email, chat or walk-in

  • Provide remote support as well as onsite support for customers at the RKB, the Center for Development of Security Excellence (CDSE), regional and local field offices, other remote locations, and Very Important Persons (VIPs) as necessary.

  • Interface for all service requests related to DSS’ IT environment and mission applications.

  • Provide Operations & Maintenance (O&M) support of the SD.

  • Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the DSS prioritization level and SLAs identified by the Government.

  • Provide end-user account administration services (add/change/remove).

Required Skills:

1-3 years experience as a technician performing IT Service Desk requirements Microsoft Office 2010/2013 Suite

Preferred Skills:

Experience supporting VIP and Senior Government Executive customers with information technology requirements Experience recording/updating incidents within the Remedy Ticket Management System Knowledge of Active Role Services (ARS/Active Directory) Portable computer setup a plus PKI/CAC provisioning

Certification Requirements:

Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP.

Travel Requirement: Potential minimum of 5% travel is required

Additional Info regarding work environment:

Location is on a USMC installation Food Court and Gym are in the facility Parking is provided and assigned

Phacil is a leading employee-owned provider of mission-focused, results-driven technology solutions to the Federal Government. With consistent focus on technical excellence, exceptional contract performance, and quality results, customers have come to trust Phacil to solve their most complex challenges. Phacil’s diverse range of mission-focused solutions in Software Services, Systems Engineering, Integration & Operations (SEI&O), Cybersecurity, and Service Desk operations enables our team of over 800 technical professionals to effectively serve our customers throughout the U.S. and overseas.

Phacil continually strives for performance excellence as evidenced by corporate certifications, such as ISO 9001:2015 and ISO/IEC 27001:2013, performing certified ISO/IEC 20000-1:2011 and CMMI Maturity Level 3 (for both Development and Services) work on Contracts. Phacil has won numerous awards including the Coalition for Government Procurement's Excellence in Partnership and Tech Council of MD’s Contracting Firm of the Year, as well as rankings on Washington Business Journal’s Top Government Technology Contractors and CRN Solution Provider 500.

All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status

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