Customer Support

• Provide timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.
• Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
• Responsible for day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.
• Provide support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations.
• Identify, logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate to next Tier for assistance.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Manage and prioritize the allocation of PC support technician workloads to ensure timely issue resolution and service quality.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• Troubleshoot printer, computer, and peripheral incidents.
• Oversee the escalation and tracking of complex IT support issues and service tickets, ensuring proper resolution in accordance with established protocols.
• Serve as the primary point of contact for providing high-level technical support to VIP users, delivering proactive and efficient service.
• Coordinate and deliver notifications of outages, policy updates, and procedural changes to ITC/OO stakeholders, ensuring clear communication and compliance with organizational standards.
• Act as a liaison between internal teams and external partners, including Mettel and NOSC, to coordinate support for site-wide outages and ensure prompt restoration of services.
• Facilitate the testing, activation, and troubleshooting of circuits during turn-up (TTU) activities to ensure seamless implementation of new connections.
• Organize and oversee the response to both scheduled and unscheduled power outages, minimizing downtime and safeguarding operational continuity.
• Other duties as assigned.

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