Customer Service Specialist - Army IT Support Technician

Responsibilities Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology. The specialist will provide endpoint support to the Army's faculty, staff, and students, leveraging both hardware and software solutions. Extending support to our broader community, ensuring that all members receive the necessary technical assistance for their academic and professional endeavors. Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team. Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities. Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency. Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context. Communicating effectively with both technical and nontechnical customers - written and verbal. Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat. Installing software and establishing a connection to network(s) in accordance with specified standards. Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures. Provides software application assistance to end users as requested. Replicates errors; resets computers and printers. Creates, updates, and maintains technical documentation for use within the group as well as outside entities. The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical. Participates in and contributes to scheduled and ad-hoc training. Performs other related duties as assigned. Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms. Collaborate across teams and actively participate in ET/ASU events and programs. Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance. Requirements High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNow Familiarity with DUO 2 factor authentication Degree work or certification work in Information Technology or closely related fields Experience providing IT diagnostic and trouble-shooting support Experience in a high-volume contact center customer service setting Demonstrated understanding of how-to problem solve Proficiency in using remote support tools and software, such as remote desktop applications or virtual collaboration platforms A basic understanding of networking concepts and protocols Understanding of Windows and/or Mac functionality Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients) Ability to adapt to changing priorities, procedures, and technologies in a dynamic and fast-paced environment. Demonstrated ability to model empathy, compassion, and emotional intelligence. Experience in a values-driven organization with a strong commitment to inclusion and belonging. Ability to cultivate a psychologically safe environment where all team members can thrive. Capacity to inspire and drive meaningful changes in individual, institutional, and corporate behaviors to support a more sustainable environment. Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs. #J-18808-Ljbffr Jobtailor