ITSD SuperUser/SME 

(General Clerk III) / (EEO/Disability/Vets)

*Successful applicant must comply with federal contractor vaccine mandate requirements. *

Job Responsibilities:

· Provide customer service for the Army Service Center environment that supports computer hardware, software and network communications for multiple applications supported by the ASC IT. Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications by simulating or recreating user problems to resolve or restore user application functionality.

Job Duties:

·Answer incoming calls from customers, troubleshoot and resolve hardware, software and communications issues.·Ability to work rotating eight (8) hour shifts for coverage 0000 to 2400 EST hours, Monday through Sunday and some holidays.·PC experience, must be able to type 35 wpm.·Resolves problems by clarifying issues; researching and exploring answer and alternative solutions; implementing solutions; escalating unresolved problems .·Fulfills requests by clarifying desired information; completing transaction; forwarding requests.·Explains additional services by recognizing opportunities to assist the Service Member in areas other than those questioned .·Advocate of providing first call resolution.·Maintains call center database by entering information.·Keeps equipment operational by following established procedures; reporting malfunctions.·Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.·Strong verbal communications skills.·Strong interpersonal skills

Skills and Qualifications:

Advanced computer and keyboarding skills required. Working knowledge of Microsoft Office programs. Knowledge of Administrative Access within the Windows 10 Operating System. Knowledge of Remote Desktop Protocol. Knowledge of the Windows 10 Command Line Interface and all Common Commands. Basic Knowledge of Network Topology and the Windows 10 Graphical User Interface. Advanced skills in Basic Troubleshooting in the Control Panel/MMC Console. Ability to comprehend basic instructions and correspondence. Ability to compose basic correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:
 Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Understanding of percentages.

Reasoning Ability:
 Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
 Ability to deal with problems involving a few concrete variables in standardized situations.
 Must be detail-oriented and customer focused.
 Must have proven research and problem solving skills.
 Excellent communication skills and organizational skills are required, along with the ability to work independently with minimal supervision.

Education:

Minimum High School Diploma or equivalent. Preferred Associates or Bachelor’s Degree in any related field. Preferably call center, or other customer service experience required.

Security Requirements:

Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.