Customer Support

• Deliver 24/7/365 IT technical support to approved seat service USACE end users at 1650 CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance
• Identify, log 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
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically
• Plan and lead major technology assignments and function as a technical expert across multiple project assignments
• Evaluate performance results and recommend major changes affecting short-term project growth and success
• Support maintenance of ~40,000 laptops/tablets/workstations, ~13,000 mobile devices, ~32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices
• Provide timely restoration 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
• Report to Program Manager; perform other duties as assigned; may work flexible schedule, travel, and hours outside normal business hours

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