IT Support Specialist (Customer Support)

Quick Facts

• Role: IT Support Specialist (Customer Support)

• Location/Employer context: Federal position in Puerto Rico (Fort Buchanan), within the Global Operations Branch, Information Technology Division

• Telework: Possible situational telework per agency policy

• Investigation: Tier 3 (T3) required

Description

Support IT services by monitoring and resolving helpdesk tickets, diagnosing hardware and software problems, and performing on-the-spot repair or replacement. Analyze incident trends to improve services, and plan additions, upgrades, and configuration changes for application software and web services. Test new software deployment packages and Operating System images, document work, and provide status updates to senior leadership.

Responsibilities

• Analyze incident request trends and patterns to find opportunities to improve services

• Analyze, document, and plan additions, upgrades, and configuration changes for application software and web services

• Diagnose hardware and software problems for immediate repair/replacement or referral for other repairs

• Remove, reinstall, or reconfigure desktop software or web services to correct issues

• Monitor the helpdesk system for newly submitted tickets and documents, and update tickets until complete resolution

• Test new software deployment packages and Operating System images and provide feedback or solutions

Requirements

• U.S. citizenship

• 1 year of specialized experience: immediate response and resolution to IT tickets; analyzing tickets for escalation; diagnosing hardware/software problems; briefing senior leadership with status updates

• Must demonstrate competencies: attention to detail, customer service, oral communication, problem solving

• Tier 3 (T3) background investigation

• Complete DoD 8140 Foundational Qualifications within 9 months, and Residential Qualification requirements within 12 months

• Direct deposit required; may be required to sign a transportation agreement

• One-year probationary period may be required

• Appointment is subject to suitability/fitness determination based on a background investigation

• Male applicants born after Dec 31, 1959 must complete Selective Service Pre-Employment Certification Statement

Benefits

• 2.49% COLA in addition to base salary (subject to change)

• Review our benefits