IT Specialist (Customer Support) Helpdesk

Keyport, WA, United States

Summary The primary purpose of this position is to provide Tier 1 assistance in technical support and training to users of software applications. Applications include management information systems (MIS), Point of Sale systems (POS), and other systems and programs throughout the Commander, Navy Region Northwest (CNRNW) area. Responsibilities MAJOR DUTIES **Customer Service **Tier 1 Phone Support **Work order assignment and management **Physical asset inventory administration **Managing IT procurement requests **Maintain office services by organizing office operations and procedures, controlling correspondence, designing and maintaining filing systems, supply acquisition, supply requisition, and clerical functions. Systems and Software Maintenance The employee assists the Manager of Information Systems in the implementation and maintenance of Fleet & Family Readiness Program (FFRP) information and point-of-sale systems. In addition, maintains other FFRP specific application software and assists in coordination of desktop support issues with NMCI, the Department of Navy computer network administrators. The employee assists in training front line employees on both the operation and maintenance of the associated hardware and software systems associated with MIS/POS. The employee will be the primary contact for troubleshooting problems, The employee is capable of quickly repairing or directing repair to on-site employees, ascertaining the extent of the problem (i.e. software, hardware, connectivity, etc.) and developing a timely resolution. Maintains an inventory of both hardware and software associated with FFRP applications. Conducts inventories for software and hardware, as requested. Ensures the safeguard of navy property, reporting any shortages or misuse to the Lead Technician or Manager as soon as possible. Takes utmost care in protecting sensitive information and promoting information assurance and security controls for accessing systems and data. Work Order and Data Management Provides direct support to the activity managers and end users by inputting and monitoring data collection and data functions in support of the application software programs. Supports operations and procedures for receiving, compiling, verifying, and editing of all data on a daily basis. Ensures all software application changes or modifications are documented and kept current. Maintains a tracking log for all workorder requests, related correspondence and action items and follows up to ensure a timely reply or action. Reviews work order status daily and follows up with appropriate point of contact on current status. Establishes work priorities in planning and organizing the work, recognizes and adjusts when priorities are realigned by the supervisor. Provides guidance in regional system policies and procedures to others as required. Searches for, compiles, and summarizes information from files, reports, meetings and correspondence. Trains personnel in requirements and procedures as appropriate. Installs hardware and software on military public access computers within scope of authority. Troubleshoots hardware and software issues on respective systems. Maintains software licenses for each station. On-site Technician Functions as on-site technician for FFRP software applications and hardware specific to those applications at primary area of assignment and in other areas as needed. Maintains overall quality control in support of systems as mandated by Commander Navy Installations (CNI). Supports operations and procedures for receiving and editing all data received from the clients on a daily basis. Assists the supervisor with assimilating the semi-annual submission of reports. Serves as the functional technical resource for the area network at assigned location. Assists in diagnosing system failures and isolating the source of the problem often exercising initiative and judgment in deviating from existing instructions or procedures to resolve operating problems. Performs diagnoses on system failures to determine the source of the problem between equipment, system software, and application programs. Troubleshoots and interprets hardware and software problems/failures within the servers. Performs error research, keyboard/video display terminal lockups, and abnormal/incorrect information displayed on screen. Reports system failures and issues that cannot be resolved or restarted locally to the supervisor. Completes other work and duties as assigned. Requirements Conditions of Employment Qualifications Knowledge of basic computer systems and design is required. A sound understanding of the pertinent characteristics of all Windows operating platforms is required. Knowledge sufficient to assist in the configuration of the POS/MIS and to advise and assist both management and staff on functional use is crucial. Sufficient knowledge and teaching skills required to train front-line personnel on the use of the various programs associated with the MIS/POS systems. Knowledge of basic troubleshooting techniques and excellent customer service skills to sufficiently provide high-quality customer service support to all levels of users within CNRNW. Must possess a good understanding of the role of MWR and the other FFR Programs dependent on the MIS/POS systems. Some knowledge of NAF accounting, personnel, and procurement methodologies is highly desirable. Knowledge of the KRONOS Timekeeping system, SAP Management Information System, Class Systems, SQL and Access databases, RECTRAC, Micros, or other point of sales (POS) systems is highly desirable. Must successfully pass a formal background investigation appropriate to the position and obtain and maintain the appropriate computer security access level. Employee must obtain and maintain certification(s) in accordance with DoD 8570.01-M, December 19, 2005 & subsequent policy updates within six (6) months of placement . A valid driver's license for travel between work sites is required. Employee may be called upon to assist customers with problems outside of regular business hours, including evenings, weekends and holidays. Education Additional Information