Customer Support provides a help desk and onsite support for all CSOSA hardware, software, communications networks, and post-training support for mission-critical business and administrative systems. The staff also estimates needs and orders office automation desktop and file server hardware and software, and schedules the installation of technology products to manage the IT customer support help desk ensuring end user calls are handled efficiently and effectively.

(The duties described reflect the full performance level of this position)

Plans and delivers customer support services, including installations, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.

Respond to, resolve, or forward customer requests for Information Technology services or problems in the most efficient and effective manner.
Participate in a wide variety of automation projects and studies with an emphasis on desktop configuration, implementation, and activity-unique services.
Ensure application of information security-information assurance policies, principles, and practices are adhered to. Provide authorized individual user/ group account management services such as establishing, changing, suspending accounts, and responding to inquiries.
Ensures, or participates in ensuring, the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.
Evaluates, acquires, configures, and uses software intended to ensure that automated systems are secure from unauthorized use, viral infection, and other problems that would compromise sensitive information in terms of confidentiality, integrity, and availability, or would compromise other aspects of overall system security.
Ensures, or participates in ensuring, the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.
Evaluates, acquires, configures, and uses software intended to ensure that automated systems are secure from unauthorized use, viral infection, and other problems that would compromise sensitive information in terms of confidentiality, integrity, and availability, or would compromise other aspects of overall system security.

Performs work involving the planning, installation, configuration, testing, implementation, and management of systems environments in support of the organization's information technology (IT) architecture and business needs. Installs, maintains, and modifies the programs required for processing applications programs and for operating computer hardware and peripheral devices.
Evaluates, selects, and installs compilers, assemblers, and utilities. Integrates hardware and software components within the systems environment.