IT SPECIALIST (CUSTOMER SUPPORT)

Duties include but are not limited to: Diagnosing and resolving problems in response to customer reported incidents. Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out the tickets within the system. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Create and update problem records in the applicable support ticket system. Installing, configuring, and maintaining operating systems and software applications applicable to business needs. Developing and managing customer service performance requirements, performs preventative maintenance and recommends preventative measures as necessary. Installing infrastructure and network devices in support of customer needs. Providing customer training; and/or ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Maintaining oversit