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IT Specialist (Customer Support)
Development Finance Corporation · Posted 120 days ago
Hybrid Washington, DC $144K – $187K Apply by Jun 17, 2026 Information Technology Management ENTJINTJINTPISTJ OperationsCustomer Success
Apply for this job → About the Role
This position is located at the U.S. International Development Finance Corporation (DFC), in the Office of Information Technology (OIT). As a Service Desk Manager, the incumbent will oversee the service desk staff responsible for monitoring the status of DFC IT operations and services, as well as provide incident/problem resolution and root cause analysis in cases of IT disruptions.
What You'll Do
- →In this role, you will: Diagnose and resolve problems in response to customer reported incidents/problems.
- →Research, evaluate, and provide feedback on problematic network, operation trends and patterns to support customer support requirements.
- →Interact with internal and external stakeholders as the Subject Matter Expert (SME) to provide Information Technology guidance and solutions and providing customer training as required on software and desktop/mobile equipment.
- →Install, configure, integrate, troubleshoot, optimize and maintain customer hardware and software to maximize system availability and performance.
- →Establish overall service management strategy (to include SLA's/OLA's) policies and procedures and provides daily, weekly metrics to leadership.
- →Contribute to continuous improvement and transformation by bringing to bear and championing IT best practices and processes such as Information Technology Infrastructure Library (ITIL) and Agile.
- →Identify and specify information system security requirements and ensuring application of information security/information assurance policies, principles and practices.
- →Provide direct support to DFC on IT programs and services, with an emphasis on IT operating systems and network operations.
- →Serve a key role in troubleshooting and resolution of complex Windows desktop problems.
- →Recommend methods of enhancing efficiency of information systems through modification and application of evolving technology.
- →Advocate for customers and serves as the IT OPS representative in meetings and work groups with service providers; works with managers to evaluate the impact of proposed standards and procedures and evaluates the need for changes in existing OIT policies or procedures for the accomplishment of the organization's information technology goals and objectives.
- →Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues.
- →Coordinate with customers to ensure they request the appropriate permissions through their security staff.
- →Work with OIT staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and OIT policy.
Requirements
- ✓This job does not have an education qualification requirement.
Personality Fit
Job ID: 620918e9-c17f-4bc8-ae83-3e88574fe4d1
Posted via USAJobs