Customer Support Specialist (IT)

About the role

The Customer Support Specialist is a Tier 1 support position within the City of Dayton's IT Service Desk. As the first point of contact for City employees, incumbents provide high quality customer service as a single point of contact for day-to-day questions and problems regarding technology, data, and telecommunications. Tier 1 Specialist resolve issues at first contact whenever possible, and incumbents will work closely with other IT staff members.

Responsibilities

• Serve as the first line of support, receiving and triaging incoming requests by phone, email, and other service desk channels
• Provide technology support and troubleshooting, resolving common issues at first contact
• Escalate unresolved or advanced issues to Tier 2/Tier 3 IT staff with clear, complete documentation
• Create and maintain a complete and accurate call history using the work order tracking system
• Support IT systems operations and internal users, performing routine duties including monitoring systems and interfaces, monitoring backup processes, and executing jobs
• Follow up with users to confirm issues are resolved and customers are satisfied

Skills

• Broad knowledge of computer hardware, including desktop computers, thin clients, printers, peripherals, and computer networking
• Knowledge of the organization's software environment, including Microsoft Office products and other enterprise applications
• Ability to learn new technologies at an advanced level
• Strong customer service, communication, and documentation skills

Qualifications

Associate's degree AND 1 year of experience in computer operations or 1st tier technical support. OR High School Diploma (or G.E.D.) AND 2 years experience in computer operations or 1st tier technical support. Previous participation in an IT internship may substitute for 1 year of experience. Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.

Requirements

Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.