Full Job Description

Duties

Performs routine and recurring assignments in the delivery of information technology (IT) customer support services, completing assignments independently or in support of higher graded specialists. Performs the following major duties associated with these assignments:

• Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need.
• Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.
• Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services.
• Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.