IT Support Specialist - Tier I/II

• The IT Support Specialist will provide Tier I/II desktop client support for all AFPC and A1 DTA laptops/desktops government-owned devices (iPads iPhones tablets) printers audio/visual equipment and Video Teleconferencing (VTC) support.
  
• The role involves troubleshooting system upgrades and configuration support across multiple devices and systems.
  
• The IT Support Specialist will also operate the service desk manage incident tickets and deliver exceptional customer service by promptly addressing IT issues.
  

• Tier I/II Desktop Client Support:
  

• Provide desktop support for AFPC laptops/desktops government-owned devices iPads iPhones tablets printers audio/visual equipment and Video Teleconferencing (VTC) systems.
  
• Prioritize remote issue resolution as the primary option using over-the-phone and in-person support when remote options are unavailable.
  
• Systems can be mailed in as a last resort.
  
• Troubleshoot and resolve issues with personal computer peripherals and network multi-function devices.
  

• Service Desk Operations:
  

• Manage the service desk and desk-side support to resolve issues reported via EITAAS ServiceNow telephone or walk-ins.
  
• Greet customers courteously assess issues and create incident tickets or work orders for each walk-in to ensure proper documentation and resolution tracking.
  
• Ensure that customer issues are addressed promptly within 15 minutes. If unable to resolve document and escalate appropriately.
  
• Provide first-level IT assistance escalate unresolved issues to higher-tier support and follow up with users on ticket status.
  

• System Upgrade and Configuration:
  

• Perform software upgrades and system configuration for AFPC laptops desktops and various government-owned devices.
  
• Ensure systems are updated to meet organizational standards and functionality.
  
• Assist with the setup and configuration of audio/visual equipment and VTC systems.
  

• Documentation & Tracking:
  

• Document all customer inquiries issues and resolutions in the incident tracking system (e.g. ServiceNow).
  
• Track and update the status of incidents until resolution ensuring proper documentation of solutions and performance metrics.
  
• Provide monthly reports on ticket statuses including the number of tickets opened resolved and the average resolution time.
  

• Customer Service & Process Improvement:
  

• Provide high-level customer service by efficiently addressing customer inquiries concerns and general service requests.
  
• Implement improvements to Tier I/II service delivery enhance branch-level processes and manage service delivery performance metrics.
  
• Ensure customer issues are resolved effectively and document best practices for continuous service improvement.
  

• Performance Metrics & Reporting:
  

• Provide monthly performance metrics including the number of tickets remaining open new tickets received tickets closed and the average resolution time for tickets.
  
• Document performance metrics and identify opportunities for service delivery improvement.
  

Requirements

• High school diploma or equivalent; Associate s degree in Information Technology or related field is preferred.
  
• Relevant IT certifications (e.g. CompTIA A Microsoft Certified IT Professional) are a plus.
  

• At least 2-3 years of experience in providing Tier I/II desktop support in an enterprise environment.
  
• Experience with EITAAS ServiceNow or other ticketing systems is highly preferred.
  
• Proven track record of troubleshooting hardware and software issues including personal computer peripherals and network devices.
  
• Experience in Video Teleconferencing (VTC) setup and support is a plus.
  
• Strong troubleshooting and problem-solving skills.
  
• Familiarity with Windows OS macOS iOS and various hardware configurations.
  
• Proficiency in Microsoft Office Suite and other common desktop applications.