Tier I End User Support Technician

Job Title: Tier I End User Support Technician

Work Location: Peterson SFB, CO

Clearance: TS+ clearance

Education:

Experience: Minimum 2 years of relevant technical experience

Certification: DoD 8140.01 approved baseline certification (A+, Network + or Security +) or higher

Schedule: Shift work may be required

Travel: Occasional

Salary:

Job Listing Number: CO24003

Contract Labor Category: Tier I Thick Client Desktop End User Device Administrator

S4 Inc. is seeking a dedicated Tier I End User Support Technician to join our team supporting NORAD NITES. This role is crucial in providing frontline Service Desk support, managing incident resolution, and fulfilling service requests for end-user devices. The ideal candidate will ensure smooth operation and excellent customer service, supporting a range of desktop systems, mobile devices, and communication tools in alignment with DoD Enterprise Service Management Framework (DESMF) standards.

Key Responsibilities:

• Service Desk Operations:
  • Act as the primary point of contact (POC) for users experiencing service disruptions or requesting service changes.
  • Operate ITIL-compliant Service Desk systems to collect, track, and manage incidents and service requests.
  • Ensure Service Desk functions meet government-specified deliverables and performance thresholds.
  • Provide real-time status updates to N&NC customers through a customer-facing platform.
• Incident and Request Management:
  • Develop and implement procedures to handle incidents and service requests based on prioritization, escalation, and resolution targets.
  • Take end-to-end ownership of incidents and service requests, ensuring coordination and resolution.
  • Inform the Government of system or service degradations and outages, especially those affecting high-priority users.
• Customer Support and Satisfaction:
  • Measure customer satisfaction with IT services and gather feedback from directorate leadership on service quality and responsiveness.
  • Develop and submit customer satisfaction reports as required.
• Mobile Device Management:
  • Manage the procurement, distribution, setup, and training for mobile devices such as smartphones, tablets, and laptops.
  • Track mobile devices at the user level and coordinate with third-party vendors for advanced support.
• End User Device Support:
  • Provide Tier I support for desktop systems and mobile devices, ensuring timely resolution of technical issues.
  • Image, configure, process, and provide technical support
  • Coordinate with third-party vendors for updates, fixes, and advanced technical support.
• Self-Help Support Implementation:
  • Develop and maintain Self-Help Support resources, including an Information Bulletin Board, Knowledgebase, FAQs, and other tools for end-user self-service.
  • Enable users to submit incidents, service requests, and check statuses through a centralized service portal.
• 24/7 Support:
  • Provide 24/7 Tier I support within the Joint Operations Center (JOC)
  • Serve as the IT POC for all JOC IT requirements, ensuring effective and immediate support.

Qualifications:

• Minimum of 2 years of experience in IT support, particularly in Service Desk operations and end-user device management.
• Proficiency in incident management and request fulfillment, with a focus on customer satisfaction.
• Availability for 24/7 support and ability to manage multiple tasks in a high-demand environment.
• Excellent communication skills for coordination with government personnel and third-party vendors.
• TS/SCI clearance

Work Environment:

• Must be available for on-call support, including nights, weekends, and holidays as needed.
• Ability to manage multiple priorities in a fast-paced setting while delivering high-quality service.

To apply to this position please go to www.s4inc.com and click on Careers to complete and an employment application and to upload your resume.

S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off. We are an Equal Opportunity Employer including Veterans/Disabled. S4 participates in the E-Verify employment verification program. Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position, please contact Janine Hunter, VP of Recruiting, by phone at (781) 430-9122 or by email at accommodation@s4inc.com.

Current Openings for Tier I End User Support Technician Jobs at S4 Inc.