IT Specialist; Customer Support)(Title

Job Title

IT Customer Support Specialist

The purpose of this position is to work in the customer support service desk section. Serves as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management.

Work is performed in a tiered Service Desk environment involving support to multiple sites for the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.

National Guard membership is required. This is an excepted position that requires membership in a compatible military assignment in the Connecticut Army National Guard.

• Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support).
• Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
• Receives requests for resolution of hardware or software problems that may require in-depth research.
• Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
• Provides Tier II support for end-user hardware failures.