Junior Computer User Support Specialist

Empower AI Inc. • Remote,

2d • Hybrid

About The Position

Empower AI is seeking a Junior Computer User Support Specialist to support ticket processing and resolution management. This role involves detailed documentation of problems and resolutions, with a strong emphasis on customer service. The specialist will provide technical assistance to computer users, answering questions and resolving issues related to computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is part of a team supporting the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT task order, which focuses on driving digital transformation and delivering continuous improvement through advanced technologies like intelligent automation, artificial intelligence, and machine learning.

Requirements

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Applies fundamental concepts, processes, practices, and procedures on technical assignments.
• Performs work that requires practical experience and training. Work is performed under supervision.
• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing and installations.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• 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.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Nice To Haves

• Must be willing to work between 1100-2000 EST.
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• 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.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Responsibilities

• Performs a variety of clerical and administrative duties related to the Virtual Service team and refresh projects.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Assist users with data transfer of laptops and mobile devices.
• Attend all scheduled appointments with users to assist with data transfers.
• Provides technical support through phone, email, and instant message remotely 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED