Job Title: Senior Customer Support Technician
Location: Fairfax, Virginia – Can Work 100% Remote
Type: 1+ Year Contract
A Customer Support Technician is responsible for providing technical assistance and support to internal and external customers, resolving IT-related issues, and ensuring customer satisfaction. This includes answering customer inquiries, diagnosing and troubleshooting technical problems, providing solutions and workarounds, and escalating issues to higher-level support as needed. The Customer Support Technician also contributes to the development and maintenance of technical documentation, knowledge bases, and training materials that help users effectively resolve issues and maximize system performance.
This role supports a leading defense and technology organization focused on delivering advanced solutions for national security, mission-critical operations, and government customers. The team develops and supports innovative technologies that help address complex challenges across cyber, communications, intelligence, and secure infrastructure environments. If you're looking for meaningful work with real-world impact, this is an excellent opportunity to grow your career while supporting critical missions.
The organization leverages advanced technologies such as Artificial Intelligence, Cloud Native platforms, cyber defense solutions, AR/VR, and other emerging technologies to support customers operating in highly secure and dynamic environments.
Utilizing your customer service and technical skills, you'll respond to and diagnose problems and answer queries regarding computer hardware, software, printers, network, and telecommunications systems by screening, referring, and diagnosing internal inquiries and work requests related to the maintenance of personal computers and associated systems. The Senior Customer Support Technician will prepare help desk incident reports, assist in hardware and software evaluations, and support company-hosted web-enabled technology solutions.
What You'll Experience:
- Exposure to mission-critical systems supporting government and defense initiatives
- Advanced technologies in secure and highly regulated environments
- A collaborative team of innovative professionals focused on solving complex challenges
- Opportunities to expand your technical expertise while supporting meaningful missions
What You Bring to the Table:
- Associate's degree or equivalent experience plus a minimum of 1 year of relevant experience
- Ability to facilitate SRT calls to expedite service recovery and restoration
- Ability to monitor, verify configurations, and provide first-level triage of networked servers, storage, and other infrastructure devices
What Sets You Apart:
- Creative thinking with the ability to multitask in a fast-paced environment
- Team player who thrives in collaborative environments and contributes to team success
- Commitment to ongoing professional development and continuous learning
- Ability to identify opportunities to apply AI and automation for continuous improvement and innovation