Information Technology Specialist (Customer Support)

Department of War Education Activity • Fort Campbell, KY

6d • Onsite

About The Position

The Information Technology Specialist (Customer Support) works in the Department of War Education Activity (DoDEA) Information Technology Division's Global Operations Branch, at either Fort Bragg, North Carolina, or Fort Campbell, Kentucky. This is a Direct Hire Solicitation. The position provides customer support by resolving IT tickets, diagnosing hardware and software issues, supporting software and web services, and testing software deployments and operating system images.

Requirements

• One year of specialized experience providing immediate response and resolution to information technology tickets, analyzing helpdesk tickets for escalation, diagnosing hardware or software problems, and briefing senior leadership and providing status updates on projects and challenges.
• Relevant information technology experience must demonstrate attention to detail, customer service, oral communication, and problem-solving competencies.
• U.S. citizenship is required.
• The incumbent must obtain and maintain a secret security clearance.
• The position requires a Tier 3 (T3) investigation.
• The incumbent must complete Foundational Qualifications within 9 months of appointment and Residential Qualification requirements within 12 months, in accordance with DoD Directive 8140 and DoD Manual 8140.03.
• Direct deposit of pay is required.
• A one-year probationary period may be required; additional information states the position requires a one-year probationary period.
• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
• The incumbent may be required to sign a transportation agreement.
• Education cannot substitute for the required experience; applicants must qualify using experience alone.
• Applicants must clearly describe relevant experience in their resume; transcripts are required if qualifying based on education.

Responsibilities

• Analyze incident request trends and patterns to identify opportunities to improve services.
• Analyze, document, and plan additions, upgrades, or configurations to ensure proper application software and web services.
• Analyze hardware and software problems and perform on-the-spot repair or replacement, or refer issues for other repairs.
• Remove, reinstall, or reconfigure desktop software or web services to correct issues.
• Monitor the helpdesk system for newly submitted tickets, document them, and update existing tickets until resolution.
• Test new software deployment packages and operating system images, and provide feedback or solutions.
• Provide immediate response and resolution to information technology tickets.
• Analyze IT helpdesk tickets to determine whether escalation is needed.
• Brief senior leadership and provide status updates on projects and challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed