IT Customer Support Specialist
2 weeks ago
This role involves front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues.
Responsibilities- Support and coordinate with site Information Management Officers (IMOs) to optimize Service Desk resources.
- Assist IMOs with daily computer, network, and software management.
- Provide immediate on-site response to customers, troubleshooting, information exchange, and ticket submission assistance.
- Offer telephone support for initial troubleshooting and follow-up calls.
- Work in 12-hour shifts using Remedy and other tools to log and manage trouble tickets.
- Determine call routing for unresolved issues.
- Troubleshoot Microsoft OS issues, setup, and Office 2007.
- Manage logon and email accounts via Microsoft Exchange Server and User Manager.
- Manage Network Services with Server Manager, Print Queue Management, and CISCO VMPS.
- Document all activities for reporting purposes.
- Active Secret Security Clearance.
- High School Diploma or GED; relevant experience may substitute for education.
- Adherence to DoD 8570.01M with at least one baseline and one CE certification from approved lists (e.g., Cisco, CompTIA, GIAC, ISACA, ISC2, Microsoft certifications).
- Minimum three years of customer service experience, preferably in a Service Desk environment.
- Excellent interpersonal and customer service skills.
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