Senior Computer User Support Specialist
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 IT services that meet the time-sensitive needs of customers, including VIPs and executives. The EITSD acts as the central point of contact for GSA end users to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs. The Senior Computer User Support Specialist will focus on ticket processing and resolution management, ensuring detailed and clear documentation of problems and solutions. Customer service is paramount, involving providing on-site technical assistance, answering questions, and resolving hardware and software issues for end users. This includes support for 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 a comprehensive knowledge across key tasks and high impact assignments.
- Plans and leads major technology assignments.
- Evaluates performance results and recommends major changes affecting short-term project growth and success.
- Functions as a technical expert across multiple project assignments.
- May supervise others.
- Contributes to deliverables and performance metrics.
- Hiigh School or GED
- Minimum 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.
- Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
- Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
- Sitting for long periods.
- Viewing computer screens for long periods of time.
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.
- Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions.
Benefits
- 2024 Military Friendly Employer recognition
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
