Information Technology Specialist (Customer Support)

This position is located in the Executive Secretariat, Office of Executive Technology (S/ES ET). The Executive Secretariat (S/ES) is responsible for coordination of the work of the Department internally, serving as the liaison between the Department's bureaus. You will serve as a team lead of the Customer Service Center ensuring all S bureau customers and executives receive IT support as needed in a timely manner.

Troubleshoots system hardware and software; maintains incident tracking and solution database; analyzes incident data for emerging trends; diagnoses and resolves network problems.

Consults customers and Bureau managers to evaluate user requirements and advise on design capabilities and maintenance responsibilities. Develops and documents knowledge and understanding of customers' needs, wishes and requirements.

Liaises between S/ES ExecTech, its customers, State Department entities, and external agencies to provide solutions, enhancements, and innovations for ongoing problems, processes, or day to day activities.

Monitors customer satisfaction by reviewing IT tickets, customer surveys, and other methods to recommend approaches S/ES ExecTech can implement to better serve its customers.