Journeyman Computer User Support Specialist

Empower AI•Washington, DC

2d•Remote

About The Position

Empower AI is seeking a Journeyman Computer User Support Specialist to join the Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order. This role is crucial for providing IT services that meet the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, with prompt referrals and escalations. The EITSD supports users of GSA’s internal infrastructure, applications, and systems. As the centralized point of contact for GSA end users, the EITSD handles incident reporting, request submissions, advice seeking, and complaint registration regarding GSA’s IT infrastructure, applications, and programs. The Journeyman Computer User Support Specialist will focus on ticket processing and resolution management, ensuring detailed and clear documentation of problems and solutions. A strong emphasis is placed on customer service, providing on-site technical assistance, answering user questions, and resolving issues related to computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Requirements

Public Trust Clearance (Or ability to obtain)
ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
Possesses and applies expertise on multiple complex work assignments.
Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
Operates with appreciable latitude in developing methodology and presenting solutions to problems.
Work is performed remotely under supervision.
Contributes to deliverables and performance metrics.
Minimum 2 - 7 years of work experience and High School Diploma
At least one (1) year experience with Windows desktop support.
At least two (2) years experience working knowledge of remote tools.
Experience supporting industry standard software products.
Experience as a remote worker demonstrating time management and self discipline.

Nice To Haves

Must be willing to work a variety of shifts, including holidays as scheduled
Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory

Responsibilities

Performs a variety of clerical and administrative duties pertinent to on site support.
Responds to trouble tickets to resolve user problems.
Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
Provides personal computer support problem analysis, and hardware/software installation and configuration.
Interacts daily with customers to ensure productivity; provides individual feedback.
Monitors team productivity and quality; provides individual feedback.
Maintains an audit trail and statistical records of all problems and conditions reported by the client.