Customer Support Technician

Company : Modern Technology Solutions Inc

Job Description - Customer Support Technician

MTSI is seeking a highly motivated Customer Support Technician to provide technical support within a fast-paced, mission-focused environment supporting advanced Air Force systems and enterprise IT operations. The ideal candidate is customer-oriented, proactive, and experienced in troubleshooting hardware, software, networks, and secure mission systems.

This role requires strong communication skills, a commitment to timely problem resolution, and the ability to work closely with engineers, program managers, and end users across a complex technical landscape.

Responsibilities

Serve as the first point of contact for all help desk inquiries, providing Tier I–II technical support for end users.
Diagnose and resolve issues related to workstations, laptops, printers, peripherals, and enterprise software applications.
Support account provisioning, permissions, and access requests across secure and non-secure networks.
Troubleshoot connectivity, VPN, and network-related issues, escalating when necessary to higher-tier teams.
Maintain accurate records of service tickets, issues, and resolutions using established ticketing systems.
Assist users with hardware/software installations, updates, and configuration tasks.
Coordinate with cybersecurity personnel to ensure compliance with security requirements, patching, and system hardening.
Support system rollouts, hardware refresh cycles, and continuous improvement initiatives.
Provide outstanding customer service and maintain a professional, user-focused approach in all interactions.
Assist with documentation, knowledge base articles, and process updates to improve support workflows.

Required Qualifications

Active Top Secret Clearance. TS/SCI preferred.
5+ years of experience in help desk or IT support roles (Tier I or II).
Strong troubleshooting skills across Windows operating systems, hardware, and software applications.
Experience with secure networks, account administration, and access request workflows.
Familiarity with ticketing and IT service management systems (e.g., Jira, ServiceNow, Remedy).
Strong communication and customer service skills; ability to explain technical concepts to non-technical users.
Ability to work onsite and support time-sensitive mission requirements.

Preferred Qualifications

CompTIA A+, Network+, Security+, or similar certifications.
Experience supporting DoD, Air Force, or other classified environments.
Knowledge of endpoint security tools, patch management, and compliance frameworks.
Familiarity with enterprise collaboration tools and configuration (Teams, Outlook, SharePoint).
Experience supporting engineering or software development environments.

#LI-MS1

#MTSI

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Customer Support Technician

Job Description - Customer Support Technician

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