Customer Support Specialist

City of Dayton•Dayton, OH

1d•Onsite

About The Position

The Customer Support Specialist is a Tier 1 support position within the City of Dayton's IT Service Desk. As the first point of contact for City employees, incumbents provide high quality customer service as a single point of contact for day-to-day questions and problems regarding technology, data, and telecommunications. Tier 1 Specialist resolve issues at first contact whenever possible, and incumbents will work closely with other IT staff members.

Requirements

Broad knowledge of computer hardware, including desktop computers, printers, peripherals, and computer networking
Knowledge of the organization's software environment, including Microsoft Office products and other enterprise applications
Ability to learn new technologies at an advanced level
Strong customer service, communication, and documentation skills
Associate's degree AND 1 year of experience in computer operations or 1st tier technical support.
OR High School Diploma (or G.E.D.) AND 2 years experience in computer operations or 1st tier technical support.
Previous participation in an IT internship may substitute for 1 year of experience.
Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.
Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.
Applications must specifically address each of the minimum qualifications, directly showing how each is met.
A background investigation and evidence of Employment Authorization and Identity is required prior to employment.
All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.
Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen.
Applicants offered employment with the City will be required to pass a nicotine screening.
Newly hired employees must remain tobacco and nicotine free as a condition of continued employment.
The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.

Responsibilities

Serve as the first line of support, receiving and triaging incoming requests by phone, email, and other service desk channels
Provide technology support and troubleshooting, resolving common issues at first contact
Escalate unresolved or advanced issues to Tier 2/Tier 3 IT staff with clear, complete documentation
Create and maintain a complete and accurate call history using the work order tracking system
Support IT systems operations and internal users, performing routine duties including monitoring systems and interfaces, monitoring backup processes, and executing jobs
Follow up with users to confirm issues are resolved and customers are satisfied