Customer IT Support Specialist I

Kansas City National Security Campus; Kansas City (MO); Hybrid; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to ensure exceptional customer service and timely responses to IT support requests. This role involves troubleshooting hardware and software issues, conducting training sessions, and maintaining high-quality support across various channels. You'll be part of a dynamic team focused on delivering innovative solutions to complex challenges in national security. If you're passionate about technology and customer service, this is a fantastic opportunity to make a meaningful impact while working in a collaborative environment.

Qualifications

• 5 years of experience in IT support and customer service.
• Ability to obtain and maintain a U.S. Department of Energy security clearance.

Responsibilities

• Perform customer support and troubleshooting for IT services.
• Assist in evaluating and recommending IT hardware and software.

Skills

Customer Service

Troubleshooting

Communication Skills

IT Support

Education

High School Diploma

Associate's Degree in Computer-Related Field

Tools

ServiceNow

Job description

Join the industry leader to design the next generation of breakthroughs.

Innovate to solve the world's most important challenges.

Honeywell is a Fortune 100 company that invents and manufactures technologies to address critical challenges linked to global macrotrends such as safety, security, productivity, global urbanization, and energy. With approximately 129,000 employees worldwide, including more than 19,000 engineers and scientists, Honeywell has an unrelenting focus on quality, delivery, value, and technology in everything they make and do.

Honeywell has been named a Top 100 Global Innovator for seven years in a row, recognizing the company’s global reach and influence in invention.

In Kansas City, Honeywell Federal Manufacturing & Technologies (FM&T) manages and operates the U.S. Department of Energy/National Nuclear Security Administration’s (NNSA) Kansas City National Security Campus. This state-of-the-art engineering, manufacturing, and sourcing facility produces a wide array of intricate components to deliver trusted national security products and government services primarily for the NNSA.

Honeywell FM&T’s culture of integrity, commitment, and continuous improvement enables them to deliver responsive, collaborative, and innovative management and technology services and products that translate into cutting-edge solutions to complex national security issues.

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high-quality, timely, and consistent experiences across all customer support touchpoints, including in-person, email, chat, phone, web-based support, tools/applications/portals, support documentation/content, virtual demos/training sessions, and in-person meetings, events, or trainings.

Duties And Responsibilities

• Perform customer support, training, and troubleshooting activities for various IT services.
• Interact with customers, troubleshoot, and resolve problems related to hardware, software, and/or processes to the customers' satisfaction via phone, chat, email, or in-person.
• Escalate issues that require more detailed analysis to more experienced personnel.
• Record customer inquiries regarding IT-related problems and/or services.
• Notify customers when problems have been resolved and log closure entries.
• Assist in evaluating and recommending hardware, software, processes, and services to improve overall IT support.
• Perform Asset Management activities, including labelling new IT assets, purchasing, and documentation.
• May perform periodic audits with internal and external auditors.
• Complete support tasks assigned by senior personnel.
• Coordinate assistance for highly complex technical support areas.
• Organize and conduct training activities to support business and customer needs.

You Must Have

• 5 years of experience.
• High School Diploma.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance.
• Reliable attendance.
• Ability to travel up to 10%.
• Ability to work remotely, hybrid, or on-site as directed.
• U.S. Citizenship.

We Value

• Associate's degree in a computer-related field or equivalent IT experience.
• Experience with ServiceNow ticketing system.
• Knowledge of desktop systems.
• Beginner to intermediate troubleshooting skills.
• Proficiency with operating systems and utilities.
• Effective communication and customer service skills.

This job description is not all-inclusive, and other duties may be assigned. Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, marital status, sexual orientation, gender identity, disability, or veteran status.

If you require a reasonable accommodation to submit an application, please contact [e-mail].

Learn more about our benefits and culture at our website.

Additional Information

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