IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

This position is assigned to the N6Q Information Technology (IT) office, Commander Navy Region Mid-Atlantic, Fleet and Family Readiness Support Services department.

The position is involved with the planning and delivery of customer support, including system configuration, troubleshooting, customer assistance, and/or training of N9 point of sale/management information systems.

Naval Station Great Lakes, IL Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position.

Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess: Knowledge of IT security requirements, policies, procedures, applicable laws and regulations that apply. Knowledge of cyber threats and vulnerabilities.

Knowledge of general operational impacts of cybersecurity lapses.

Knowledge of computers, computer peripherals and industry best practices, network equipment, operating systems and environments required to perform a wide range of duties.

Knowledge of concepts related to full inventory and analysis of IT systems and assets. Knowledge of and skill in applying customer support principles.

Knowledge of and skill in customers' business processes and operations. Knowledge of and skill in methods and procedures for documenting resolutions.

Knowledge of and skill in problem resolution databases Knowledge of and skill in troubleshooting and data analysis methods Knowledge of and skill in communications methods and techniques systems analysis methods, tools, and techniques - sufficient to receive, respond to, and ensure complete resolution of any help center call; document actions taken; give needed guidance or training to customers to prevent recurrences, and assist more experienced specialist in resolving very complex problems.

Skill in communicating orally and in writing, in a clear, concise manner. Ability to provide customer support in receiving, responding to, and resolving IT-related help desk calls. Major Duties:

Duties include but are not limited to: Diagnosing and resolving problems in response to customer reported incidents.

Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out the tickets within the system.

Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Create and update problem records in the applicable support ticket system.

Installing, configuring, and maintaining operating systems and software applications applicable to business needs.

Developing and managing customer service performance requirements, performs preventative maintenance and recommends preventative measures as necessary.

Installing infrastructure and network devices in support of customer needs.

Providing customer training; and/or ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Maintaining oversite, and reporting of system integrity to include event management, security mechanisms such as patching, virus protection, and host-based security systems.

Perform remediations as necessary in accordance with oversight duties. Participate in appropriate in-service and workshop programs and attend any required meetings.