Customer Service Representative II SCA - 3569

Ready to launch your career? Be part of the next generation of access to space at one of the World’s Premier Gateways to Space! RGNext employees open portals to space by providing operation and sustainment of mission-critical systems that launch and track Department of Defense, civil, commercial, and international space launch rockets! We also provide U.S. defense and space awareness through ballistic missile testing, guided weapon and aeronautical tests and experiments to defend the United States to ensure our nation’s safety.

As an RGNext employee, you will join a team of smart, creative, and highly motivated employees who take pride in their work and in the mission and who enjoy developing, sustaining and delivering world class solutions! If you are seeking to work in a dynamic environment and want to be part of the World’s Premier Gateway to Space, this may be the opportunity you’ve been looking for!

Our Information Technology Team is responsible for computer services and Enterprise Help Desk in support of unmanned rocket launches from the Eastern Range (Cape Canaveral Space Force Station, FL) and the Western Range (Vandenberg Space Force Base, CA).

This position is located at Patrick Space Force Base and is eligible for a (hybrid) telecommuting schedule.

Essential Functions

• Respond to computer helpdesk Tier 1 user questions and inquiries via telephone, email, web and other communication methods.
• Enter, assign and track service requests in the on-line work-order system. Refer service issues to IT management.
• Provide technical advice as a Tier 1 agent to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Escalate complex hardware, software, or network service requests to Tier 2 support.
• Provide professional, courteous, prompt and accurate support and solutions to users.
• Communicate analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support.
• Properly document problem ticket into on-line Help Desk System.
• Work closely with senior helpdesk coordinator and other IT staff to acquire additional technical and nontechnical knowledge.
• Assist other IT technical staff in providing users feedback and user statistics.
• Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Follow up and communicate ticket information to users when appropriate.
• Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Other duties as assigned

Required Skills

• Ability to work well in a team environment
• Ability to develop and work from a personal task list
• Good organizational skills
• Self-motivated, self-starter, ability to multi-task
• Ability to function in a dynamic environment with changing requirements and priorities
• Ability to communicate professionally, accurately and effectively in both verbal and written, as well as on the telephone.

Required Experience

• Associate’s degree in computer science, computer information systems or a related field; or an equivalent combination of education and experience.
• Two or more years’ experience in Information Technology
• At least one (1) year of increasingly responsible experience performing help desk/operations functions.
• Experience in troubleshooting PC software and hardware.
• Experience in working with non-technical users.
• Knowledge of principles and operations of computer systems and related peripheral equipment.
• Ability to analyze and troubleshoot user’s problems via the telephone.
• Ability to understand and respond to user questions in an effective and courteous manner.
• Ability to convey technical procedures and directions in layman’s terms
• Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.

Additional Eligibility Qualifications

• Requires DoD 8570 certifications: Either A , Net or Security required or to be able to obtain and maintain these certifications within six months of employment
• The flexibility to work occasional non-duty hours or on weekends to support specific project or mission requirements
• Must be able to obtain and maintain a DoD Secret Security Clearance, which includes U.S. citizenship
• Valid U.S. Driver’s License

Benefits of Working at RGNext

RGNext offers our team of experienced, professional employees an environment of challenging, stimulating and personally and professionally rewarding career opportunities and growth. Employees enjoy a robust benefit package on day one, which includes medical, dental, vision, disability and life insurances, generous Paid Time Off and holiday pay, a retirement savings plan with a company match and vesting on day one! Other benefits include flexible scheduling, access to on-base fitness centers and recreational facilities and more! We are committed to providing employees a quality work/life balance while embracing a community of diverse and strategic backgrounds in a productive, evolving environment.

Note: This job description describes the general nature of the duties and requirements of the job. It is not intended to be an exhaustive list or to limit the supervisor's ability to modify work assignments as appropriate.

RGNext is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, protected Veteran status or any other protected class.