Customer Service & IT Officer

About the role

A Customer Service and Information Technology Officer (CSITO) supporting the customer, you will be trusted to provide in-depth Tier 1 and Tier 2 support and problem resolution for technology products and/or applications.

Responsibilities

• Provide 24- hour IS operational support
• Monitoring of systems, networks, etc.
• Resolving critical IT-related issues that negatively impact the mission
• Lending expertise and institutional knowledge to less experienced team members to improve the overall excellence of the team
• Collaborating with team members to identify process improvements

Requirements

• Extensive knowledge of the standard operational environment, including (but not limited to) requirement management, desktop technologies, corporate applications, access administration, voice infrastructure, etc.
• Database user interface and query software – Database software; Microsoft Access
• MS Office Suite
• Markup language – HTML
• Metric Tools
• Extensive knowledge of lifecycle and programmatic milestones, regardless of project type
• Basic knowledge of Project Management concepts and principles
• Excellent oral and written communication skills; ability to explain rules, procedures and highly complex technical information clearly and accurately, both orally and in writing
• Ability to elicit information on moderately complex technical problems from non-technical customers for use in diagnosis, analysis, and resolution of problems requiring significant analysis cross multiple environments
• Ability to work independently or as a team lead in team environment to resolve customer problems; ability to identify and resolve complex access problems
• Ability to proactively anticipate customer needs, analyze complex requirements, and ensure expectations are met within feasible cost and time projections
• Ability to prepare and deliver briefings to convey moderately complex information to peers, customers, and management
• Ability to serve as team lead, providing feedback, guidance, and direction to and sharing knowledge with fellow members, promoting teamwork and collaboration
• Expertise, training and actual work experience with specific computer language, systems, and/or technology