Senior Computer User Support Specialist

Responsibilities

• 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.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Collaborates with the Virtual Service Desk, other portfolios and various stakeholders to identify and drive solutions for issues impacting the GSA environment.

Qualifications

• 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 expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Works remotely under supervision.
• Contributes to deliverables and performance metrics.

Contract Required Qualifications

• 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.

Education And Experience

• Associates Degree or equivalent.
• Minimum of 4-9 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.

Physical Requirements

• Sitting for long periods.
• Viewing computer screens for long periods of time.
• Travel is not required.