Customer Support Technician

Own Your Future.

Why is MTSI known as a Great Place to Work?

• Interesting Work:  Our co-workers support some of the most important and critical programs to our national defense and security.  
• Values: Our first core value is that employees come first.  We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry. 
• 100% Employee Ownership: we have a stake in each other's success, and the success of our customers.  It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.  
• Great Benefits - Most Full-Time Staff Are Eligible for: 
  • Starting PTO accrual of 20 days PTO/year + 10 holidays/year
  • Flexible schedules
  • 6% 401k match with immediate vesting
  • Semi-annual bonus eligibility (July and December)
  • Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
  • Up to $10,000 in annual tuition reimbursement
  • Other company funded benefits, like life and disability insurance
  • Optional zero deductible Blue Cross/Blue Shield health insurance plan
• Track Record of Success:  We have grown every year since our founding in 1993

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance.

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit www.mtsi-va.com

Responsibilities:

MTSI is seeking a Customer Support Technician with a TS/SCI clearance to provide support to a Government Office at WPAFB, Ohio. The Customer Support Technician will provide specialized Information Technology (IT) and network administration in support of advanced IT infrastructure development. Your primary focus will be to provide Windows Server and Active Directory support. Interact daily with Information Technology/Cybersecurity Teams, Program Managers, and industry subject matter experts across multiple domains (air, space, cyber) to support the government’s early acquisition development efforts.

ROLE AND RESPONSIBILITIES*

• Front line position to accept customer incoming support calls and gather information
using exploratory questions.
• Manage support tickets using a JIRA based support ticket management system.
• Provide frequent statuses to customers while support tickets are prioritized and completed.
• Provide excellent customer service throughout IT support process.
• Reset customer passwords, assist with printing issues, and provide general information as required.
• Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM’s, setting up desks)
• Light scripting and programming tasks and or systems admin duties as assigned and as opportunities are presented.
• Ability to clearly communicate and collaborate within and outside your immediate team.
• Maintain a professional behavior.

Qualifications:

• Must have 5+ years of experience

• Must have Security+ or be able to obtain one within 90 days of hire date
• Excellent customer service skills
• Comfortable working 100% on customer site, in a classified environment
• Can do attitude and willingness to learn
• Strong communication skills – both written and verbal
• Ability to learn quickly and work under pressure in a fast-paced, yet rewarding environment
• Must possess an active Top Secret security clearance. Duties will require unescorted entry and work within classified SAP and SCI facilities. 100% onsite in the customer’s facilities
• Desired to have 12 months or more of experience in a SAP environment within the last 5 years.

Please Note: U.S. Citizenship is required for this position, due to contract requirements.

ADDITIONAL NOTES

• Travel: Position requires up to 10% travel to CONUS area

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