Customer Service Specialist – Army IT Support Technician

Responsibilities

• Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.
• The specialist will provide endpoint support to the Army's faculty, staff, and students, leveraging both hardware and software solutions.
• Extending support to our broader community, ensuring that all members receive the necessary technical assistance for their academic and professional endeavors.
• Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team.
• Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.
• Communicating effectively with both technical and nontechnical customers - written and verbal.
• Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat.
• Installing software and establishing a connection to network(s) in accordance with specified standards.
• Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
• Provides software application assistance to end users as requested.
• Replicates errors; resets computers and printers.
• Creates, updates, and maintains technical documentation for use within the group as well as outside entities.
• The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.
• Participates in and contributes to scheduled and ad-hoc training.
• Performs other related duties as assigned.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.

• High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved
• Familiarity with customer relationship management (CRM), such as Salesforce or Service Now
• Familiarity with DUO 2 factor authentication
• Degree work or certification work in Information Technology or closely related fields
• Experience providing IT diagnostic and trouble-shooting support
• Experience in a high-volume contact center customer service setting
• Demonstrated understanding of how-to problem solve
• Proficiency in using remote support tools and software, such as remote desktop applications or virtual collaboration platforms
• A basic understanding of networking concepts and protocols
• Understanding of Windows and/or Mac functionality
• Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)
• Ability to adapt to changing priorities, procedures, and technologies in a dynamic and fast-paced environment.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful changes in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.