• Provide remote support to other US staff and to CI customers • Aid in user account management, including but not limited to adding, removing, and maintaining account access to various resources • Apply customer service and customer support principles and methods • Install systems in customer organizations • Install primary and peripheral computer software and hardware • Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers • Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications • Test and debug programs according to detailed requirements and submit results • Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems • Provide support in testing software deployment by testing and submitting survey results

• Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Senior) • Serve as a Help Desk Support Service Specialist - Senior and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities • Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks • Oversee system administration tasks ensuring system availability and efficiency • Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues • Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency

• Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Intermediate) • Serve as a Help Desk Support Service Specialist - Intermediate and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Intermediate-level IT support for routine issues and infrastructure maintenance • Assist senior team members with implementing IT strategies and system updates • Configure and maintain help desk infrastructure to ensure consistent system performance • Intermediate-level assistance in managing operating systems, databases, and user accounts • Deliver IT support at a national level, providing solutions across multiple locations • Maintain network availability and provide backup support for senior team members • Provide help desk and technical support for intermediate-level issues in Lakewood, resolving user complaints • Assist senior staff in maintaining Lakewood systems and networks with Tier 2 support services • Offer comprehensive support for local area network (LAN) and telecommunications systems • Lead help desk efforts in resolving issues and maintaining system uptime and availability

• Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Associate) in the Government And Public Services Industry Sector focussing on IT Services Solutions for clients such as The Department of Interior (DOI | NPS) • Serve as a Help Desk Support Service Specialist - Associate and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Provide associate-level technical assistance to end-users at the NPS, including basic troubleshooting • Assist intermediate and senior IT staff in troubleshooting and resolving technical issues