Senior Computer User Support Specialist
About The Position
Empower AI is hiring a Senior Computer User Support Specialist to support the Enterprise IT Service Desk (EITSD) under the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order. The EITSD provides centralized IT support to GSA end users and customers, including VIPs and executives, responding to incidents, requests, questions, and complaints related to GSA’s IT infrastructure, applications, and programs. The role focuses on processing tickets and managing their resolution, with clear, detailed documentation of reported problems and actions taken. It provides on-site technical assistance to computer users and technical support through phone, email, and instant message. The position requires strong customer service, troubleshooting, and coordination skills, including support for hardware, software, operating systems, printing, email, desktop applications, MacBooks, smartphones, and network connectivity. The specialist may supervise others and contribute to project deliverables and performance metrics.
Requirements
- Public Trust clearance or ability to obtain it.
- ITILv4 Foundation training and certification; certification may be obtained within 120 days after hire.
- Comprehensive knowledge across key tasks and high-impact assignments.
- Ability to plan and lead major technology assignments.
- Ability to evaluate performance results and recommend major changes affecting short-term project growth and success.
- Ability to function as a technical expert across multiple project assignments.
- High school diploma or GED.
- Minimum 4–9 years of work experience.
- At least one year of Windows desktop support experience.
- At least two years of working knowledge of remote tools.
- At least one year of macOS support experience.
- Experience supporting industry-standard software products.
- Experience working remotely, demonstrating time management and self-discipline.
Nice To Haves
- Willingness to work a variety of shifts, including scheduled holidays.
- Effective oral and written communication with staff at all levels and with clients.
- Familiarity with Apple and Windows technologies, web browsers, and basic Active Directory functions.
Responsibilities
- Perform clerical and administrative duties related to on-site support.
- Respond to trouble tickets and resolve user problems.
- Provide technical support by phone, email, and instant message for password resets, email, directories, standard MS Windows desktop applications, MacBooks, smartphones, and network connectivity.
- Analyze computer and MacBook support problems and install and configure hardware and software.
- Interact daily with customers to support their productivity and provide individual feedback.
- Monitor team productivity and quality and provide individual feedback.
- Maintain an audit trail and statistical records of problems and conditions reported by the client.
- Troubleshoot computer and network issues at higher levels and coordinate with other departments to facilitate fixes.
- Document problems and actions taken to resolve them clearly and in detail.
- Protect proprietary company and customer information in accordance with company information-security expectations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
