Phacil, Inc. Customer Technical Support Engineer Staff in Phoenix, Arizona

Customer Technical Support Engineer Staff

Location:Phoenix, AZ

Req #:5486

of openings:1


Is it time for a new and exciting job opportunity? Phacil, an employee owned IT consulting company, is seeking a Customer Technical Support Engineer for an important customer in Phoenix, AZ . Join an amazing group of dedicated professionals and see the possibilities!

We bring service excellence and professional commitment delivering quality service and ferocious execution to our Federal Government customers. We provide solutions in the areas of Information Assurance, Cyber Security, Artificial Intelligence, Software & Systems Engineering, Cloud & Managed Services and Network Engineering. Join us by applying

Clearance Level: TS

Daily Job Responsibilities:

  • Responsible for responding, prioritizing, and coordinating resolution of service requests residing onDSSnetworks (NIPR/SIPR/JWICS/BICES/Insider Threat-Internal).

  • Provide remote support as well as onsite support for customers at the RKB, the Center for Development of Security Excellence (CDSE), regional and local field offices, other remote locations, and Very Important Persons (VIPs) as necessary.

  • Interface for all service requests related toDSS’ IT environment and mission applications.

  • Provide Operations & Maintenance (O&M) support of the SD.

  • Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on theDSSprioritization level and SLAs identified by the Government.

  • Ensure customer satisfaction benchmarks and current metrics are tracked and made transparent via a shared portal (i.e., IOD).

  • Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication).

  • Provide end-user account administration services (add/change/remove).

  • Provide deskside support to resolve customer service requests.

Preferred Skills:

Experience supporting VIP and Senior Government Executive customers with information technology requirements.

Degree Required/Equivalent Experience w/o degree:

Bachelor's with 2 - 4 years of experience or a Master's with 0-2 years of experience or equivalent w/out degree

Certification Requirements:

Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP.

Travel Requirement: A minimum of 5-15% travel is required on the contract.

Phacil is a leading employee-owned provider of mission-focused, results-driven technology solutions to the Federal Government. With consistent focus on technical excellence, exceptional contract performance, and quality results, customers have come to trust Phacil to solve their most complex challenges. Phacil’s diverse range of mission-focused solutions in Software Services, Systems Engineering, Integration & Operations (SEI&O), Cybersecurity, and Service Desk operations enables our team of over 800 technical professionals to effectively serve our customers throughout the U.S. and overseas.

Phacil continually strives for performance excellence as evidenced by corporate certifications, such as ISO 9001:2015 and ISO/IEC 27001:2013, performing certified ISO/IEC 20000-1:2011 and CMMI Maturity Level 3 (for both Development and Services) work on Contracts. Phacil has won numerous awards including the Coalition for Government Procurement's Excellence in Partnership and Tech Council of MD’s Contracting Firm of the Year, as well as rankings on Washington Business Journal’s Top Government Technology Contractors and CRN Solution Provider 500.

All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status

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