Senior Computer User Support Specialist

Empower AI Inc.

2d•Remote

About The Position

Empower AI is seeking a Senior Computer User Support Specialist to join their Enterprise IT Service Desk (EITSD) team, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order. This role is crucial for providing timely IT services to GSA customers, including VIPs and executives, and ensuring prompt referrals and escalations. The EITSD acts as the central point of contact for GSA end users to report incidents, request services, seek advice, and register complaints regarding GSA’s IT infrastructure, applications, and programs. As a Senior Computer User Support Specialist, your main focus will be on processing and resolving tickets with detailed documentation of problems and solutions. Excellent customer service is paramount, as you will provide technical assistance to users, answering questions and resolving issues related to computer hardware, software (including printing, installation, word processing, email, and operating systems), and connectivity.

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.
Associates Degree or equivalent.
Minimum of 4-9 years of work experience.
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 Help Desk.
Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
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.
Monitors team productivity and quality; provides individual feedback.
Coordinate fix actions with other teams and document fix actions.
Maintains an audit trail and statistical records of all problems and conditions reported by the client.
Collaborates with the Virtual Service Desk, other portfolios and various stakeholders to identify and drive solutions for issues impacting the GSA environment.
Helps lead efforts to resolve enterprise level problems by providing technical expertise, communicating requirements and driving solutions with a variety of stakeholders.