Job Description

Please Note:

It is an On-Site with occasional remote support in JBSA-Randolph, Texas

Job Type: Full-Time

Position Summary:

• 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.

Key Responsibilities:

• 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

Qualifications:

• 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.

Required Experience:

• 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.
  

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