Information Technology Customer Support Specialist
Job description
IT CUSTOMER SUPPORT SPECIALIST
EDUCATION
Position typically requires a bachelor's degree in a relevant field, a minimum of 5 years of related experience or an equivalent combination of education and experience.
• Must be a U.S. Citizen
• Need active Q-Clearance
SUMMARY
Coordinates, diagnoses and troubleshoots incoming calls from users. Provides support services to users with technical problems and information technology issues involving accounts, desktop, laptop or network services or from external users who may be using LANL networks, clusters or supercomputers from remote locations. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates which may also include weekly reporting of machine usage statistics to management and end-users. Analyzes and interprets disparate information sources into meaningful data. May also gather and report on machine availability and stability data for High Performance Computing Clusters. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
A seasoned, experienced professional with a full understanding of specialized area plus working knowledge of other related fields. Resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position. Provides resolutions to a diverse range of complex problems where analysis of data requires evaluation of identifiable factors. Contributes to the development of organizations’ goals and objectives. Works under limited direction; receives general instructions on new assignments. Work is evaluated upon completion to ensure objectives have been met. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Determines approach to solutions, plans schedule and arranges own activities in accomplishing objectives.
The statements above are intended to describe the general nature and level of work being performed
by the person assigned to this position. Principal duties and responsibilities are intended to describe
the overall purpose of this job.
This job description does not state or imply that the above are the only duties and responsibilities
assigned to this position. Employees holding this position will be required to perform job-related duties
as requested by management. All requirements are subject to modification to reasonably
accommodate individuals with a disability.
For persons with disabilities: If you require assistance completing, or are unable to complete the online resume/application process, please contact:
VAS Human Resources @ 803-644-0070
Mon. - Fri. 9am - 4pm
237 High Gate Loop
Aiken, SC 29803
Value Added Solutions, Inc. is an Equal Opportunity Employer and supports a drug-free work environment.