*Clearance: *Active TS/SCI w/ Polygraph needed to apply *
Cornerstone Defense, in partnership with our military, intelligence, and civil government customers, supports U.S. operations worldwide through the use of many different types of intelligence, satellite, and cyber technologies. Cornerstone’s Intelligence Sector provides solutions to the United States Government for information collection, operations, exploitation and dissemination, and research activities. Our Team specializes in software development, cloud architecture, systems and network engineering, systems integration, agile management, as well as targeting operations and intelligence analysis. Our support to our mission customers includes cyber network operations, exploitation and defense, signals intelligence, human intelligence, and critical missions and networks.
The Helpdesk Technician is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role.
Develop and maintain a fundamental understanding of Federal Acquisition Regulation (FAR).
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Performs other related duties as assigned.
Experience and Skills
Active TS/SCI with polygraph
Proven experience as a help desk technicianor other customer support role.
Tech savvy with working knowledge of office automation products, databases, and remote control.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills.
Customer-oriented and cool-tempered.
Understanding of Ticketing systems.
Knowledge of the Federal Acquisition lifecycle or commercial contracting.
Knowledge of Federal financial systems or commercial accounting.
Experience with Federal government contracting and/or program office organizations.