What are the responsibilities and job description for the IT Customer Service Support Specialist - FS Poly Required position at Integrated Intel Solutions?
Job Description:
The Sponsor requires Customer Service, Access administration and Information Technology support to provide Tier 1 and Tier 2 support to include access administration, desktop support, problem resolution to IT systems and applications and to support the identification of IT hardware and software products for Sponsor’s procurements. The Customer Support Specialist will provide IT customer service to a staff of approximately 40 officers, resolve Sponsor’s customer IT problems and provide 100% follow-through on resolving Sponsor’s customer requests, and be the customer’s primary point of contact for all IT related issues relating to supporting multiple Sponsor networks, standalone workstations and IT supported corporate applications. They will provide support during core business hours (currently identified as 0800- 1600), perform virus scanning, perform data transfer services, maintain and manage user accesses to Sponsor’s systems or applications, and protect all IT equipment and provide individualized safety checks to Sponsor computers including those not currently in use. The Customer Service Support Specialist will perform daily checks to ensure the proper functioning of inter-agency and site specific IT equipment and cooling systems in Sponsor’s server room, provide comprehensive access administration services to Sponsor partners, escalate complex technical issues as appropriate, and provide product familiarization training to customers for Sponsor supported products. They will be responsible for the initial assessment and assignment of all IT requirements submitted by the Sponsor’s customer base. In assessing requirements, the Contractor shall determine Service Level Agreement (SLA) compliance and properly categorize and assign requirements to the cognizant entity. They will also provide requirements management services for component requirements, defining and managing the lifecycle process and customer interaction and, at Sponsor’s request, be required to participate or make announcements or presentations at staff meetings to communicate Sponsor-wide IT-related updates and new initiatives. They will provide technical support for design, development, and production of Sponsor’s websites and web-based products, including capturing and analyzing technical, visual, and content-related specifications; developing sites and products, and presenting recommendations for consideration. The Customer Service Support Specialist will also administer the GFE system that provides access administration support, to include: user account creation, modification, deletion, and transfers; processing requests for application, database, and sharing access; updating and modifying group and database access control lists; granting access to share drives and data folders; resolving user access and user account related service requests; escalating account incidents to the appropriate service organization; acknowledging and closing requests in accordance with the Sponsor-to-Sponsor agreements. They will focus on account and data management with both tactical and strategic responsibilities, perform root cause analysis, and resolve complex access management system issues across the customer base. They will also be responsible for monitoring and enhancing performance of networked systems; in addition to software, hardware, and storage components and a critical role in providing critical guidance on IT-related projects. Additionally, the resource will design and deploy specialty network applications or capabilities in response to necessary requirements and perform a variety of engineering analyses, software, hardware, or network development, to include integration, testing, and maintenance tasks for purposes of integrating hardware and software products into Sponsor’s environment or Sponsor’s stand-alone networks.
Mandatory Skills:
1. Demonstrated experience in Windows 2008/2013 Server and Windows 7/10 Operating Systems.
2. Demonstrated experience managing Microsoft Active Directory by creating and administering share drives and permissions.
3. Demonstrated experience working with minimal supervision in a fast-paced and diverse environment.
4. Demonstrated experience eliciting information on modestly complex technical problems from non-technical customers for immediate resolution.
5. Demonstrated experience resolving customer problems and dedication to follow-through on IT related questions and issues.
6. Demonstrated experience improving IT support services and processes by creating process improvement plans or projects.
7. Demonstrated experience as a Microsoft SharePoint Site Collections Administrator (SCA).
8. Demonstrated experience coordinating the installation and repair of stand-alone printers, personal printers, and other IT related equipment.
9. Demonstrated experience with a working knowledge of Joomla or the willingness to learn moderate web design code.
Desired Skills:
10. Demonstrated experience communicating effectively and developing rapport with officers of various degrees of seniority, from multiple Sponsor offices, and with a wide-range of technical experience.
11. Demonstrated experience with the organizational structure, mission, and business functions of the Sponsor’s Support and Operations.
12. Demonstrated experience understanding of open source networks and Sponsor’s data network systems.
13. Demonstrated experience as an access administrator responsible for providing customers with accesses at the component level with a high-degree of sensitivity to the unique Sponsor operations.
14. Demonstrated experience with the Sponsor’s IT security guidelines and policies.
15. Demonstrated experience in first and second-tier problem solving support related to standard desktop hardware, software, and peripherals.
16. Demonstrated experience explaining policies, rules, procedures and technical information clearly and accurately, both verbally and in writing to technical and non-technical mission partners.
17. Demonstrated experience with Lotus Notes
18. Demonstrated experience working independently to successfully resolve routine to complex technical problems in a fast-paced environment with minimal supervision.
19. Demonstrated experience with troubleshooting and the ability to resolve complex problems with maximum resourcefulness and speed using available resources.
20. Demonstrated experience supporting the Sponsor’s procurement mechanisms and processes for hardware and software procurement orders.
21. Demonstrated experience with the ability to clearly and accurately explain rules, procedures, and highly complex technical information both orally and written.
22. Demonstrated experience with transferring data between different systems.
23. Demonstrated experience with Sponsor sensitive data collection; ability to manage and troubleshoot Sponsor accesses.
