Customer Support Representative providing support in German and English through various channels. Resolving inquiries, assisting customers, and collaborating with teams in a hybrid work environment.
About the role
- Senior Computer User Support Specialist delivering IT technical support for USACE end users across various locations. Ensuring optimal configuration, installation, and maintenance of IT equipment and services.
Responsibilities
- Provides technical assistance to computer users.
- Identifies logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalating to next Tier for assistance.
- Updates and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
- Plans and leads major technology assignments.
- Evaluates performance results and recommends major changes affecting short-term project growth and success.
- Functions as a technical expert across multiple project assignments.
- Deliver 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
- Provide timely restoration and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.
- Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
Requirements
- Associates Degree.
- 6 years of experience in Computer User Support.
- Comprehensive knowledge of IT Technical Support.
- Knowledge of Lifecycle Replacement of Equipment.
- Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications).
- COMPTIA Security Certification.
- Secret Clearance is required.
- Must be able to pass a background check.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
Job title
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