Computer User Support
About The Position
The Computer User Support position is a service desk role supporting end users with computer systems, hardware, and software. The role provides technical assistance by phone, Microsoft Teams, email, and in person, and requires diagnosing problems, explaining solutions, communicating effectively, and delivering customer-oriented service to people with a range of personalities. The employee must also be able to drive a cargo van to deliver IT desktop equipment to different locations at Kennedy Space Center (KSC). The COMET contract supports ground systems capabilities, flight hardware processing, and launch operations at NASA’s Kennedy Space Center in Florida. Its work supports the International Space Station, Ground Systems Development and Operations, Space Launch System, Orion Multi-Purpose Crew Vehicle, and Launch Services programs. The position is based at a hazardous testing facility and may require work indoors and outdoors across the test complex, daily travel to different on-site areas, and travel to customer locations. Employees must follow NASA and company safety standards, use required personal protective equipment, and be able to evacuate buildings quickly in an emergency. Full-time hours are specified; shift work and occasional overtime, including weekends, may be required depending on the task. Partial telework and flexible scheduling may be available depending on departmental needs.
Requirements
- Bachelor’s degree or at least three years of experience in an IT field of specialization.
- Valid U.S. driver’s license.
- Good technical knowledge and the ability to diagnose problems and explain solutions.
- Effective written and verbal communication skills.
- Customer-oriented and patient manner, with the ability to work with a wide variety of personality types.
- Ability to climb stairs and ladders and access platforms and remote structures; duties may involve extended sitting or standing and walking on uneven terrain.
- Ability to wear hearing protection, eye protection, and other required personal protective equipment.
- Ability to quickly evacuate buildings in an emergency.
- Dependability and punctuality.
- Ability to travel to support position requirements, potentially including airline travel.
- Compliance with applicable drug-free workplace requirements, including drug testing for illegal drug use in sensitive positions.
- Ability to maintain a positive work atmosphere and communicate in a manner that fosters good relations with customers, clients, coworkers, and management.
Responsibilities
- Provide technical assistance to end users by phone, Microsoft Teams, email, and in person.
- Support Windows 10/11, Active Directory, Microsoft 365, computer hardware, and help desk ticketing systems.
- Guide customers through troubleshooting and escalate unresolved issues as needed.
- Provide accurate information about IT products and services.
- Document, track, investigate, and resolve issues promptly; follow up with customers and maintain accurate status information.
- Drive a cargo van to deliver IT desktop equipment to different locations at Kennedy Space Center.
- Travel to different areas on site and, when needed, to customer locations.
Benefits
- On-site Child Development Center
- Discounted tickets to local attractions and theme parks
- Credit Union
- Fitness Center
- Barbershop
- NASA Exchanges
- Partial telework options and flexible work schedules, depending on departmental demands and needs
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off and holidays
- Retirement benefits, including 401(k) matching
- Educational reimbursement
- Parental leave
- Employee stock purchase plan
- Tax-saving options
- Disability insurance
- Life insurance
- Pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
