SME Computer User Support Specialist

Empower AI Inc.

2d • Remote

About The Position

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.
As a SME Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include 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 fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.
• Has domain and expert technical knowledge.
• Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.
• Contributes to deliverables and performance metrics and may supervise others.
• Associates Degree or equivalent.
• Minimum of 7-12 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, document fix actions and train junior technicians on the Advanced Technical Support team.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree