Customer Support Specialist

Job description

We're seeking a Customer Support Specialist with a working knowledge of the current desktop Microsoft Operating System and other software utilized at DHA or Government offices to provide day-to-day management and support of the BAMC desktop computing environment.

Responsibilities and Duties:

• Provide on-site hardware maintenance services on Government-Owned equipment utilizing Customer Support Service Specialists.

• The equipment to be serviced includes but is not limited to, mini/microcomputers, handheld computing devices, optical technology, various controllers, plotters, printers, scanning devices, CD-ROM, video display units, information processing equipment, related network devices and software, and mobile devices like cell phones, smartphones, and pagers.

• Create a support request in the ticketing system during initial contact with the customer, except on weekends and holidays, in accordance with the local service level agreements.

• Participate in the flow of information by documenting all facets of support from initial contact, problem definition, problem resolution, and final disposition in the ticketing system, which will always be available to the government.

• Workstations shall be tested in a standalone mode and as part of a network if initially connected. Any hardware repairs, additions, deletions, or modifications to the equipment shall include all necessary hardware and software (including network software configuration or installation).

• Participate in developing and sustaining the ticketing system knowledge management system for internal and external use.

• Install, configure, and troubleshoot standard Network Protocols at DHA sites, including, but not limited to, TCP/IP and wireless protocols.

• Identify and resolve problems with all automation hardware, software, systems, and peripherals at the customer service support center, the customer site, or by utilizing remote tools.

• Respond to all repair requests by making initial contact with the customer by phone, email, or in person within four (4) work hours of the documentation of the malfunction if the equipment is located on the local campus. All other response times will be negotiated based on the customer's location at the discretion of the Government for the most efficient and complete service for the customer.

• Identify when a device connected to the facility LAN must be repaired, added, deleted, or modified. The contractor shall take into consideration the interaction with the network of all components and/or software of the information system to be repaired or modified. The contractor shall not interfere with the connectivity of a network device except as required for the period during which the repair or modification is being performed.

• Identify when a peripheral, such as a printer, point device, video monitor, scanner, etc., is to be repaired, added, or modified; the contractor shall configure the peripheral to function with the system hardware and software. This may include setting or resetting hardware settings through an interactive process with the peripheral or elsewhere in the system. It may also be necessary to modify CMOS settings on some computers, and the process may also include the installation of software drivers and the modification of operating system or application software configurations.

• Create, modify, and delete Active Directory user accounts.

• Manage hand receipts and maintain government-owned hardware and software accountability controls.

• Work as part of a team to deploy new computer systems and peripherals to users spread throughout San Antonio and the outlying areas.

Qualifications:

• Current with desktop Microsoft Operating System and other software being utilized within DOD or Government offices, as evidenced by experience and course completion of that operating system.

• At least two (2) years of experience troubleshooting and repairing hardware and software-related issues.

• At least one (1) year after introducing a new or updated Microsoft certification to ensure that all contract customer support technicians have up-to-date certifications.

• Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.

• Experienced in workstation maintenance and support.

• Experienced in troubleshooting and repairing standard peripherals for a workstation in an enterprise medical environment.

• Familiarity with both cell and smartphone configuration and operations. Be familiar with configuration procedures and troubleshooting mobile pagers and other remote communications devices.

• Demonstrate high standards of customer support and produce high customer satisfaction.

• Meet the requirements for an IAT Level II position as defined in DOD 8570-01-M.

Related experience and/or education and experience:

Candidates MUST have U.S. citizenship or the ability to obtain citizenship and be able to pass a government background investigation.