Junior Computer User Support Specialist

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Provide technical assistance to clients for a variety of computer-related challenges.

• Listen to customer concerns and document them accurately.

• Diagnose, troubleshoot, and resolve client issues effectively.

• Follow up with clients to ensure their issues are addressed.

• Update the knowledge base with any process changes and suggested solutions.

• Escalate more intricate issues when necessary.

• Respond to inquiries concerning requests, incidents, or problems.

• Record all facets of interactions in the ticketing system.

• Conduct thorough Knowledge Base searches.

• Promptly escalate any security-related concerns.

• Offer assistance with computer hardware and software, including printing, installation, word processing, email, and operating systems.

• Execute additional O&M responsibilities as assigned in areas such as infrastructure, cloud, system administration, networking, security, disaster recovery, software, and help desk services.

• Support KDS and its HUD government client in the HUD IT Modernization initiative.

⛳️ Requirements

• High school diploma is mandatory.

• An associate's degree in a relevant field, such as information technology or computer science.

• Comprehensive knowledge of MS Office beyond basic personal usage.

• Familiarity with technical infrastructures, including LANs, WANs, and servers.

• 0–2 years of proven experience with Cloud Email, Collaboration Sites/Shared Workspaces, Office Suite solutions, and cloud capabilities.

• 0–2 years of demonstrated experience in O&M for Hardware Support Services.

• 0–2 years of demonstrated experience in O&M for System Administration and Virtualization Services.

• 0–2 years of demonstrated experience in O&M for Shared Service and Help Desk Services.

• Strong analytical and problem-solving abilities.

• Ability to collaborate and communicate effectively within a team environment.

• Understanding of Agile methodologies and frameworks.

• Experience and knowledge of software development lifecycles.

• Exceptional written and verbal communication skills.

• Experience in federal consulting.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.