User Support Specialist II

About the role

The User Support Specialist II provides information technology services support for the Indian Health Service (IHS) and remote locations. This position works in a team environment to provide first response assistance in resolving desktop and peripheral user support issues.

Responsibilities

• Serves as the initial point of contact for call center support for agency programs.
• Provides computer users with problem-solving support via phone and email.
• Resolves less complex issues immediately, and elevates more complex issues to senior level support or supervisory personnel.
• Conducts all interactions in a professional manner.
• Troubleshoots user problems with computer software and hardware, electronic mail, directories, standard Windows desktop applications, specific customer applications and with printers.
• Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications, and applies or recommends solutions.
• Helps to control issues by ensuring a timely response process, which includes problem recognition, research, isolation and follow-up steps.
• Occasionally performs onsite installations, and provides startup or cutover guidance on applications that require significant deployments and/or data conversion efforts.
• Performs applications development testing support, and assists with documentation.
• Helps with user inquiries on how to use applications. Helps with user training on assigned software applications.
• Works with established instructional design concepts and guidelines for effective training materials.
• May work as part of a team to develop a standardized training approach for new employees on required skill sets.
• Reviews customer satisfaction survey results and researches tickets, as needed.
• Learns new applications and supports new areas, as needed.

Requirements

• Must be a U.S. born or naturalized citizen due to government or federal requirement.
• Must be able to obtain required government security clearance.
• Working knowledge utilizing service desk software tools and applications.
• Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets.
• Reads and interprets common information systems documents and translates into layman terminology.
• Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues.
• Excellent critical thinking skills with ability to identify, analyze and resolve problems / issues.
• Excellent verbal and written communications skills with ability to effectively communicate / interact with a wide variety of technical and non-technical audiences (i.e., customers, team members, management and federal staff).
• Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner.
• Uses tact in handling difficult individuals and/or situations.
• Resolves difficult or challenging problems within the assistance of senior support or the use of outside software analysis support.
• Highly organized with ability to multitask.
• Works in a fast-paced environment and to learn and apply new knowledge and techniques related to incident response.
• Effectively works both independently and in a team environment for the successful achievement of goals.
• Can lift 25 pounds.

Qualifications

• Associates degree in Information Technology or a related field of study, and three (3) years’ of relevant experience in an IT help desk support customer facing environment, or equivalent combination of education / training / experience.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Family Planning/Fertility Assistance
• Short-Term and Long-Term Disability Insurance
• Professional Development Assistance
• Legal Aid Assistance Program
• Family Planning / Fertility Assistance
• Personal Time Off
• Observance of Federal Holidays