IT Specialist (Customer Support)

Job Title

Project Lead Or Technical Specialist

Job Description

Performs complex assignments under limited managerial direction within the Customer Services Branch. Acts as a Project Lead or Technical Specialist for integrated design and development projects. Serves as a primary Liaison between internal and external stakeholders to oversee the adoption of new and emerging technologies. Additionally, manages leadership initiatives and defines the roadmap for enterprise-wide endpoint innovations. Provides expert-level technical support, leads high-impact integration projects, and provides administrative oversight for personnel and operational workflows. Provides administrative support to front-line management regarding personnel requirements, including performance recognition and resource allocation. Manages low-level administrative approvals and resolves informal personnel grievances. Communicates organizational policy and procedural positions to internal leadership and labor organizations as required. Applies advanced technical expertise to support hardware, Commercial Off-the-Shelf (COTS) software, support and administration tools, cloud productivity suites and asset management systems. Coordinates comprehensive system testing between application teams and end-users. Authors and maintains technical documentation and work instructions following best practices to support enterprise releases. Blends cross-functional teams to achieve singular project milestones and serves as acting unit manager when required.

Develops specialized evaluation metrics to monitor performance across service and support environments. Utilizes IT Service Management (ITSM) platforms and rigorous application testing methodologies to ensure operational stability. Core duties include:

• Governing organizational technical debt and security risks by balancing operational tools, waivers, policies, and deliverables.
• Scaling storage resources and collaborating with Systems Administrators and Application Developers.
• Analyzing capacity and performance data to identify bottlenecks.
• Executing security compliance audits and technical inspections.
• Manages short-term leave requests and resolves informal employee grievances.

Assignments typically require solutions to be derived by interpreting and extrapolating from situations faced in the past. May provide recommendations to improve work processes. Occasionally refers difficult problems and work issues to a manager when guidelines are not available or applicable. Maintains professional communication with internal and external stakeholders to coordinate system maintenance, manage service outages, and enforce enterprise standards. Delivers data-driven technical analyses and operational documentation to support executive decision-making. Adheres to existing standards and frameworks to ensure service quality. Derives solutions by extrapolating from historical data and provides process improvement recommendations. Acts as a senior technical escalation point, providing mentorship and guidance to junior staff and resolving complex technical issues independently. Work is evaluated at major milestones for alignment with project requirements and technical compliance.