Communications Focal Point Technician at Crystal Management | CMIT

Job DetailsJob Location Albuquerque, NMPosition Type Full Time Travel Percentage NoneJob Category Information TechnologyDescription The Communication Focal Point Technician is responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed. The position provides customers and enterprise teams with rapid and accurate data, answers, and information. Experience in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.ResponsibilitiesWork with outside agencies to ensure local level compliance with required tasks.Work with local leadership and contacts to identify and report local issues to outside agencies. Routine checks of projects and tasks to ensure deadline compliance.Work with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.Create, update, and route Enterprise provided information to local Kirtland AFB contacts.Create, update, route, and close help desk tickets in the Air Force Remedy ITSMCreate and maintains process documentation and standard operating procedures.Create, maintain, record, and archive documentation in accordance with documented program guidance.Perform project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements.Qualifications Education/Experience RequiredMinimum DoD 8570 IAT Level I (A+ CE, CCNA-Security, CND, Network+ CE, or SSCP) certification requiredMust possess a valid state driver's license and be capable of operating a motor vehicle.Qualifications RequiredRequires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization.Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. Prior experience in a government consulting services environment is preferred. Familiarity with Windows Operating systems and the Microsoft Office SuiteFamiliarity with creating/updating tickets in the Air Force Remedy ITSM preferred.Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.Familiarity with active directory Account Permissions/ProvisioningExperience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.Ability to learn and support new software.Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting. Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.Experience in organizing and coordinating user appointments.Clearance RequiredDoD Secret clearance is required, or the ability to obtain a DoD Interim Secret clearance.