The (Customer Services and Information Technology Officer) will provide Classroom Support and problem resolution for technology products and/or applications.
Depending upon the area of assignment, work may include the following activities technology or systems-related, centralized customer service center functions; developing and improving the processes of a technology customer service center; interfacing daily with representatives from all elements of the Customer to resolve technical issues and outages; identifying, analyzing, and implementing process improvement changes; developing performance measures for the Customer organization; managing the transition of IT service and infrastructure initiatives; providing technical guidance and direction to component close support teams for all new and component specific applications and deployments. Specifically, this position supports the Sponsors training program in providing superior learning experiences, both online and in the classroom, to all officers around the world. Interface with customers in a team environment. Utilize strong written and oral communication skills. Provide online support to include o submitting and processing Sponsors access requests o providing online support for process and troubleshooting Sponsor's Help Desk Suite tickets Experience with maintaining, troubleshooting, and tracking classroom hardware to include o audio/visual equipment o workstations o laptop computers o printers o video teleconferencing equipment o audience response systems o projectors o faxes o scanners. Provide software support to include o submit change requests o install Safeboot on laptops o build new laptop o perform DUD disk download o run monthly laptop anti-virus software. Familiarization with Customer processes and procedures. CMA Certified experience. Support equipment recapitalization. Demonstrate knowledge with Sponsors Operating System. Provide support to end-user on a variety of issues. Identify, research and resolve technical problems Respond to telephone calls, e-mail, and personnel request for technical support. Document, track and monitor the problem to ensure a timely resolution. Draft standards of operating procedures. Demonstrate experience troubleshooting service requests and resolving IT customer issues. Responsible for executing a pre-class IT checklist. Perform Qualtrics ownership issues to include group administration. Provide VLC Moodle administration to include course creation, course creators, and course instructors. Provide daily system monitoring of Sponsors training servers.
***** All positions require a Active (TS/SCI) Clearance with a Polygraph to be considered *****
Demonstrated experience working with Qualtrics and Adobe Connect.
Demonstrated experience serving as a Close Support customer service provider to include troubleshooting service requests and resolving customer issues using service request systems.
Demonstrated experience of inventory management controlling, maintaining, and tracking audio/visual equipment including, but not limited to, built-in audio and video systems, printers, workstations, VTC equipment, and computer projectors.
Demonstrated experience moving and handling equipment weighing 50 lbs.
Demonstrated experience documenting and developing user instructions.
Demonstrated experience duplicating data and media (CDs, DVDs, hard drives).
Demonstrated experience managing user accesses.
Demonstrated experience applying virus protection updates.
Demonstrated experience researching and making recommendations for technical equipment.
Demonstrated experience securely maintaining non-networked equipment, such as laptops using software, such as Safe Boot and Windows Admin tools and virus protection.
Demonstrated experience with Joomla.
Demonstrated experience working with Moodle
Demonstrated experience with working with SharePoint.
Demonstrated experience with working with Sponsor and partner operating system.