Customer Support Specialist (IT)

JobAps; Dayton, Northern (OH, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

The City of Dayton's IT Service Desk is seeking a Customer Support Specialist (Tier 1). As the first point of contact for City employees, you deliver high quality customer service for technology, data, and telecommunications.

You will triage requests by phone, email, and other channels, resolve common issues on first contact when possible, and document all interactions in the work order system while supporting IT operations.

Qualifications

• Associate's degree with 1 year in computer operations or 1st-tier tech support.
• OR high school diploma with 2 years in computer operations or 1st-tier tech support.
• Degree from an accredited institution is preferred.

Responsibilities

• Serve as the first line of support for City employees via phone, email, and other channels.
• Provide technology support and troubleshooting, resolving common issues at first contact.
• Escalate unresolved or complex issues to Tier 2/3 with clear documentation.
• Maintain accurate call history in the work order system.
• Support IT systems operations, monitor systems and backups, and run routine jobs.
• Follow up to ensure issues are resolved and users are satisfied.

Skills

Computer hardware

Networking

Microsoft Office

Documentation

Customer service

Education

Associate's degree

High School Diploma or GED

Tools

Work order system

Job description

Responsibilities

The Customer Support Specialist is a Tier 1 support position within the City of Dayton's IT Service Desk. As the first point of contact for City employees, incumbents provide high quality customer service as a single point of contact for day-to-day questions and problems regarding technology, data, and telecommunications. Tier 1 Specialist resolve issues at first contact whenever possible, and incumbents will work closely with other IT staff members.

Tier 1 Responsibilities

• Serve as the first line of support, receiving and triaging incoming requests by phone, email, and other service desk channels
• Provide technology support and troubleshooting, resolving common issues at first contact
• Escalate unresolved or advanced issues to Tier 2/Tier 3 IT staff with clear, complete documentation
• Create and maintain a complete and accurate call history using the work order tracking system
• Support IT systems operations and internal users, performing routine duties including monitoring systems and interfaces, monitoring backup processes, and executing jobs
• Follow up with users to confirm issues are resolved and customers are satisfied

Knowledge, Skills and Abilities

• Broad knowledge of computer hardware, including desktop computers, thin clients, printers, peripherals, and computer networking
• Knowledge of the organization's software environment, including Microsoft Office products and other enterprise applications
• Ability to learn new technologies at an advanced level
• Strong customer service, communication, and documentation skills

Minimum Qualifications

• Associate's degree AND 1 year of experience in computer operations or 1st tier technical support.
• OR
• High School Diploma (or G.E.D.) AND 2 years experience in computer operations or 1st tier technical support.
• Previous participation in an IT internship may substitute for 1 year of experience.
• Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.

License Requirements

Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.

Notes

Applications must specifically address each of the minimum qualifications, directly showing how each is met.

Background Check

A background investigation and evidence of Employment Authorization and Identity is required prior to employment. All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.

Medical Examination & Drug and Nicotine Testing

Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen. Applicants offered employment with the City will be required to pass a nicotine screening. Newly hired employees must remain tobacco and nicotine free as a condition of continued employment. The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.

An Equal Employment Opportunity Employer M/F/H