The major duties of the IT Specialist (Customer Support), include, but are not limited to, the following:
Plans and carries out difficult and complex assignments in the delivery of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
Installs, configures, troubleshoots, and maintains customer hardware and software.
Provides customer training.
Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedures, standards and metrics from higher levels within the organization.