Customer Service Technician

Customer Service Technician

At Kaimetrix, we deliver complete IT solutions and bring together complex and often siloed services - increasing the value of IT through a holistic, end-to-end approach. We combine real data with expert insights to help organizations modernize, streamline operations, advance IT initiatives, and achieve mission success for federal civilian, defense, and intelligence agencies. Our core capabilities include cybersecurity, data operations, end-user support, IT management, software development, systems engineering, process improvement, and technical advisory.

We believe our greatest asset is our people. We invest in our team's growth, empower them with autonomy and accountability, and offer meaningful work that supports mission-focused agencies while advancing your career.

Join us if you're looking to do impactful work, develop professionally, and be part of a culture that values continuous improvement, metrics-driven performance, and exceptional service.

Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Kaimetrix is seeking a skilled Customer Service Technician to provide comprehensive systems administration, end-user technical support, and IT security services for the Program Executive Officer for Simulation, Training, and Instrumentation (PEO STRI).

The Customer Service Technician will ensure the secure, stable, and efficient operation of PEO STRI's IT systems and infrastructure. This position requires a balanced blend of server administration, user support, and proactive security maintenance to meet mission requirements and Department of Defense (DoD) compliance standards.

This position is ideal for an IT professional with systems administration experience who enjoys balancing technical infrastructure support, direct user assistance, and proactive security compliance work. The selected candidate will play a key role in maintaining mission-critical systems for PEO STRI while ensuring they remain secure and fully operational.

The CPE ST3 IT Service Management (ITSM) contract is an Army support contract located in Orlando, FL. It provides multi-tier IT services to federal employees, contractors, and external agencies in support of the U.S. Army Warfighter. The Customer Service Technician (CST) is responsible for providing high-quality Tier 1 and Tier 2 technical support across multiple networks, including the local CPE ST3 (NIPR) and Army enterprise (AUDS) environments. This role requires a disciplined approach to following technical instructions and the ability to manage workloads within ServiceNow.

What you'll do:

• Prioritize and manage technical workloads within ServiceNow, ensuring accurate documentation and timely resolution for both Incidents (break/fix) and Task requests (deployments, moves, and changes).
• Provide multi-channel customer support for help desk inquiries and technical issues received via phone, email, MS Teams, or in-person interactions.
• Perform comprehensive troubleshooting (remote, deskside, and in-person) for devices residing on the local (NIPR) network and AUDS devices on the Army enterprise network.
• Execute computer imaging specifically for AUDS systems and perform physical hardware repairs, including maintenance for mobile devices.
• Provide Tier 1 technical support for the installation, configuration, and troubleshooting of A/V equipment and network printers.
• Demonstrate a high level of discipline in following complex technical instructions and Standard Operating Procedures (SOPs) to ensure mission consistency.
• Support offsite mission events several times a year, providing technical setup and on-site support as required.

Qualifications:

• Education, Background, and Years of Experience
• High School Diploma (or equivalent)
• 1-3 years of experience in an IT support or customer service role

Preferred Skills:

• Proven experience in ServiceNow for lifecycle ticket management.
• Strong diagnostic skills for mobile devices and integrated A/V systems.
• Excellent interpersonal skills when providing in-person support to high-priority users.

Clearance Level: Active DoD - Secret

Required Certification(s):

• DoD IAT Level I Certification.
• Minimum CompTIA A+ or Network+ Certification. (Sec+ preferred)