Desktop Support Technician (Customer Service Engineer)

: Company Introduction 9th Way Insignia is a service-disabled, veteran-owned small business bringing transformative technology to our government customers so they can achieve their missions. Our specialties include cybersecurity, cloud modernization, software development, data analytics, enterprise architecture, enterprise IT, analytics, and artificial intelligence. Learn more about 9th Way Insignia at Team (Project) Introduction 9th Way Insignia will work with the Veterans Administration (VA) to support the governance pillar in creating, implementing, and providing support for the necessary requirements and outcomes of the Zero Trust assessments (ZTA). 9th Way Insignia will provide iterative updates for pillar use cases while accounting for a risk based and dependency-based priority of capabilities. 9th Way Insignia is looking for a Data Engineer to join this team. Team (Project) Introduction The VA's Help Desk in Colorado Springs/Pueblo, Colorado provides the Veterans Benefits Administration with essential data and services necessary to supporting our nations Veterans. The CST2SS team is a highly dedicated and motivated team of IT Professionals responsible for ensuring these essential services are available and operating at optimum levels of performance necessary for the VA to achieve its mission. 9th Way Insignia is looking for an Associate level 1, Customer Service Engineer to join this team. Functional Job (LCAT) Information: The Customer Service Engineer will provide user support and customer service on a variety of customer-supported computer applications and platforms. In addition, you will troubleshoot problems and provide advice to users on the appropriate action. This position will report to the Project Manager and collaborate with the other developers and IT professionals on the team as well as other government resources. Responsibilities:

• Respond and resolve customer requests by providing fast, efficient, and friendly customer-service.
• Utilize ticket management system to enter, document, track, resolve, and close user ticket issues.
• Manage time and workload to meet predetermined service levels.
• Create and maintain a central repository for technical advice and solutions.
• Perform appropriate diagnostics and interact with technicians (Tier 2 & Tier 3) across multiple disciplines.
• Provide technical support with proficiency with Windows Operating Systems (OS) to troubleshoot and resolve issues.
• Communicate technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support.
• Support multiple clients on-site and remote through customer service professionalism and insight.

• Troubleshoot network and connectivity issues, locating Internet Protocol (IP) or Transmission Control Protocol (TCP)/IP addresses, identifying physical and virtual server issues, and supporting remote customers.
• Perform other related duties as assigned.

Requirements :

• High School Diploma.
• Ability to obtain and maintain a Moderate Risk Background Clearance Minimum Background Investigation (MBI).
• On-Site Daily work at government facility in Colorado Springs or Pueblo, CO.
• Ability to travel up to 20 % as required.
• Must be authorized to work for any employer in the US.

Salary Range: The salary for this position is $45,000.00 9 th Way Insignia's range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Location: This position is remote. 9th Way Insignia reserves the right to adjust work location based upon mission requirements. Clearance, background investigation: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Legal: We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.