Computer User Support Specialist

📋 Description

• Deliver IT services that effectively cater to the urgent needs of customers.

• Ensure timely referrals and escalations to the appropriate IT support service options.

• Provide assistance to users of GSA’s internal infrastructure, along with applications and systems managed by various GSA Service and Staff Offices.

• Manage ticket processing and resolution, which entails thorough and clear documentation of issues and the steps taken to resolve them.

• Offer technical support to computer users by addressing inquiries to resolve end-user computing problems.

• Conduct problem analysis for personal computer support, including hardware/software installation and configuration.

• Collaborate with other teams to coordinate fix actions, document these actions, and provide training to junior technicians on the Advanced Technical Support team.

⛳️ Requirements

• Public Trust Clearance (or the ability to obtain one).

• ITILv4 Foundation Training and ITILv4 Foundation Certification, which may be acquired within 120 days post-hire.

• Associate's Degree or equivalent qualification.

• A minimum of 7-12 years of relevant work experience.

• At least one (1) year of experience in Windows desktop support.

• A minimum of two (2) years of working knowledge of remote tools.

• Familiarity with Windows operating systems, web browsers, and the fundamental functions of Active Directory.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.