Vykin Corporation

  • Customer Support Administrator (CSA)

    Job Locations IT-Vicenza
    Clearance Requirement
  • Overview

    Vykin Corporation is currently looking for an experienced Secret cleared Customer Support Administrator (CSA) to join our team in Vicenza, Italy.  We are a small defense contracting company that is veteran owned servicing the US Department of Defense.  The successful candidate will receive competitive wages, health plans and the opportunity to join a small company that still believes every employee counts.


    Perform administrative duties in a Microsoft and Cisco centric environment. Maintain, administer, and troubleshoot end user devices and addresses user requests.  Perform troubleshooting and maintenance on network and server equipment related to user requests and incidents.  Key end user interface for support organization once escalated beyond Service Desk. Manage user/group accounts, to include creation, deletion, validation, and modification (NIPR & SIPR).  Satisfy approved user requests for hardware and software.  Under direction of appropriate government shared folder owners, create and modify folder access permissions of shared folders.   Assist documenting and/or scheduling office installation/movement of IT equipment (NIPR/SIPR/Coalition workstations, telephones, Tandbergs) as the Customer Representative.  Provide assistance to the end users by documenting new hardware/software requirements.   When determined to be unserviceable in place, remove inoperable equipment and re-install when fixed or replaced.   Prepare IT equipment for turn-in as required.  Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents, etc.  Work with escalated support tiers to troubleshoot issues.  Follows established processes and procedures.  Documents technical fixes or process improvements as required.  Create, update and close Remedy trouble tickets.



    Daily responsibilities:

    • Troubleshoot desktop, laptop, printer, scanner, network, hardware, and software issues.
    • Administer moves, additions, changes, and removals for end user devices. 
    • Maintains, administers, and troubleshoots end user devices and addresses user requests. 
    • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
    • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
    • Escalate tickets to the appropriate support group, if required to resolve.
    • Perform printer and VoIP troubleshooting.
    • Provide virtual customer support using remote access tools.
    • Perform desktop imaging services and support.



    • A current, active, in-scope Secret clearance with the ability to obtain and maintain a TS/SCI.
    • CompTIA Security + certification or other wise, meet DoD 8570.01-M, IA Workforce Certification Level: Information Assurance Technical (IAT-II). 
    • Must be able to obtain a sojourner permit


    Required Knowledge skills and abilities:

    • Strong technical knowledge of Windows 10, MS Office Products, Active Directory, SCCM imaging
    • Working technical knowledge of current operating systems and standards
    • Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
    • Excellent verbal and written communications skills
    • Strong customer service orientation
    • Able to work well in pressure/stress related situations
    • Analytical and problem-solving abilities, with keen attention to detail
    • Effective interpersonal skills and relationship-building skills
    • Experience working in a team-oriented, collaborative environment
    • Analytical and problem-solving abilities, with keen attention to detail
    • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
    • Willing to support weekend and night shift rotation and work flexible hours (Shift work may be required)
    • Experience with Remedy ticketing software
    • Able to lift heavy equipment when necessary
    • On Call Status may be required
    • May be required to sign for equipment


    Minimum Educational and Experience Requirement:

    • High School Diploma with eight (8) years of IT related experience OR,
    • An associate's degree in IT field with four (4) plus years of IT related experience OR,
    • A bachelor's degree in IT 

    Desired qualifications:

    • A current, active TS/SCI clearance
    • Bachelor’s degree in IT field 
    • Currently hold OR the ability to obtain a MCSA or MCSE Certification within 6 Months of Start Date
    • Microsoft Windows 10 certification

    Working Conditions

    The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment. The work location is a government facility located on a military installation in Vicenza, Italy supporting a DoD customer.  The successful applicant will be working for and reporting directly to the prime contractor or the DoD customer as appropriate.   


    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.


    Vykin Corporation is an equal employment opportunity and affirmative action employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, sexual orientation, age, national origin or ancestry, physical or mental disability, veteran status, marital status, HIV-positive status, as well as any other category protected by federal, state, or local laws. All such discrimination is unlawful and all persons involved in the operations of the company are prohibited from engaging in this type of conduct.


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