SME Computer User Support Specialist

Empower AI • Washington, DC

6d • Onsite

About The Position

Empower AI is seeking a SME 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 users, including VIPs and executives, and ensuring prompt resolution of incidents and requests. The EITSD acts as the central point of contact for all GSA end-user IT-related issues, encompassing infrastructure, applications, and programs. The SME Computer User Support Specialist will be responsible for ticket processing, resolution management, and detailed documentation, with a strong emphasis on customer service. This position requires providing on-site technical assistance to users, addressing issues related to computer hardware, software, printing, installation, word processing, email, 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.
• Bachelor's Degree or equivalent.
• Minimum 7-12 years of work experience.
• Minimum of one (1) year of recent experience with Macbook support.
• 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.
• 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.
• 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

Nice To Haves

• Proficient with Macbooks
• Apple Device Support certified
• Experience with Jamf Pro

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, Macbook configuration and support, 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

• The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

What This Job Offers

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