IT Specialist (Customer Support)

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must possess at least one of the following: A bachelors degree from an accredited College or University in the one or more of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. A degree that provided a minimum of 24 semester hours in one of more of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. 2 years of specialized IT experience with an emphasis in support of computer hardware, application software, or call center operations. A qualified candidate also possesses the following: Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to intake, assign, monitor and complete helpdesk tickets. Knowledge of CNICs organizational structure, functions, and mission. Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in customer support. Knowledge of life cycle management concepts and skill in applying their application to the organizations current and future systems. Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in supporting NMCI devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in understanding organizational business processes and operations. Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions. Skill in collaborating with customers and staff to identify and solve problems. Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools. Ability to make helpdesk processes and operations recommendations for improvements. Ability to communicate effectively both orally and in writing.