Customer Support United States

MS. Adrienne E Wiggins

*** ********** ***

Stone Mountain, Georgia 30088 United States

Mobile: 404-***-****

Email: *******@*****.***

Availability: Immediately

Job Type: Permanent, Detail, Telework or Onsite

Work Schedule: Full-time

Desired Locations:

Atlanta, Georgia, United States; Covington, Georgia, United States Work Experience:

Center For Disease Control

4770 Buford Hwy NE, Atlanta, GA 30341

Building 108

Federal Employee

IT Customer Support Specialist GS-11 Grade 2

9/2023 – 3/2025

Hours per week: 40

Duties, Accomplishments and Related Skills:

Is responsible for providing comprehensive technical support to users by diagnosing and resolving hardware and software issues related to personal computers, peripherals, and applications, often acting as the primary point of contact for customer inquiries, requiring in-depth troubleshooting skills and the ability to install, configure, and maintain systems while adhering to established security protocols and documenting all support activities within a ticketing system; they may also contribute to knowledge base development and provide basic user training as needed. Install, configure, and maintain operating systems, applications, and security updates on workstations and servers. Provide technical guidance and training to users on basic computer operations, software usage, and troubleshooting steps. Log and track customer issues within a ticketing system, prioritizing requests and escalating complex problems to higher-level support when necessary. Ensure adherence to established security policies and procedures, including password management, data protection, and system access controls. Ensure adherence to established security policies and procedures, including password management, data protection, and system access controls. Recommends customer support procedures, standards, and performance metrics. Provides customer training. Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Supervisor: Jim Wilson 404-***-****)

Supervisor: Terri Monson 770-***-****)

Okay to contact this Supervisor: Yes

Help Desk Technician III.

GDIT/NTTDATA (Contractor to the CDC)

1201 Peachtree St NE, Atlanta, GA 30361 2877 Brandywine Road Atlanta, GA 5/2015 – 9/2023

Hours per week: 40

Duties, Accomplishments and Related Skills:

Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software. Installs, modifies, and repairs computer hardware and software both in person and using remote access tools Provides end-user software and hardware troubleshooting Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions Administers e-mail, Microsoft office, etc. Provides remote support access through desktop mirroring and other remote access applications for worldwide sites Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure Maintains current knowledge of relevant technology as assigned. May coach and provide guidance to less- experienced professionals.

Supervisor: Cleorn Day 678-***-****)

Okay to contact this Supervisor: Yes

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