Senior User Support Specialist
About The Position
The Contractor is responsible for providing direct end-user support for the applications being supported, including both telephone support and on-site assistance. Assists district IT personnel with the routine installation and troubleshooting of Microsoft Windows operating systems on user workstations. Performs comprehensive help desk functions by providing technical troubleshooting for hardware, software, and peripheral devices to resolve a wide range of user-reported issues. Provides user-level support and assistance for Microsoft 365 applications and enterprise software to ensure effective use by staff. Supports district IT personnel with routine user account maintenance and access controls within Active Directory as directed. Assists district IT personnel with the successful application of security patches and updates on end-user devices to ensure device compliance. Follows established Agency security controls to help maintain workstation compliance. Supports district IT personnel by executing routine technical tasks related to data backups and recovery to ensure the protection and availability of end-user data. Maintain accurate IT asset inventory and configuration documentation. Supports district IT personnel in the deployment of software packages to desktops via Microsoft Endpoint Configuration Manager (MECM). Assists users with digitizing and formatting audio and video files in preparation for AUSA/Support staff use in courtroom proceedings. Digitizes and formats audio and video files for use in court. Supports IT personnel in configuring, testing, and setting up software and hardware components in preparation for trial and courtroom presentations. Provides user assistance and troubleshooting to resolve operational issues with supported equipment, escalating complex issues to IT staff as needed.
Requirements
- Must be able to obtain and maintain a US government security clearance.
- At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications.
- At least one year of experience with the specific applications being supported.
- Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
- Should be an expert user of the Government's word processing, spreadsheet, and email systems.
- Excellent oral and written communications skills required.
Nice To Haves
- Supervisory experience helpful.
- Experience with DOJ office automation environments extremely helpful.
- Undergraduate degree strongly preferred.
Responsibilities
- Providing direct end-user support for applications, including telephone support and on-site assistance.
- Assisting district IT personnel with routine installation and troubleshooting of Microsoft Windows operating systems on user workstations.
- Performing comprehensive help desk functions, including technical troubleshooting for hardware, software, and peripheral devices.
- Providing user-level support and assistance for Microsoft 365 applications and enterprise software.
- Supporting district IT personnel with routine user account maintenance and access controls within Active Directory.
- Assisting district IT personnel with the application of security patches and updates on end-user devices.
- Following established Agency security controls to maintain workstation compliance.
- Executing routine technical tasks related to data backups and recovery.
- Maintaining accurate IT asset inventory and configuration documentation.
- Supporting district IT personnel in the deployment of software packages to desktops via Microsoft Endpoint Configuration Manager (MECM).
- Assisting users with digitizing and formatting audio and video files for courtroom proceedings.
- Digitizing and formatting audio and video files for use in court.
- Supporting IT personnel in configuring, testing, and setting up software and hardware components for trial and courtroom presentations.
- Providing user assistance and troubleshooting for supported equipment, escalating complex issues as needed.
Benefits
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement benefits (including 401(k) matching)
- Educational reimbursement
- Parental leave
- Employee stock purchase plan
- Tax-saving options
- Disability and life insurance
- Pet insurance
- Health and welfare dollars per eligible hour (including vacation and holiday up to 40 hours/week)
- Health and welfare payment for each hour worked to ensure compliance with SCA minimums.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
