Senior User Support Specialist

The Contractor is responsible for providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.

• Assists district IT personnel with the routine installation and troubleshooting of Microsoft Windows operating systems on user workstations.
• Performs comprehensive help desk functions by providing technical troubleshooting for hardware, software, and peripheral devices to resolve a wide range of user-reported issues.
• Provides user-level support and assistance for Microsoft 365 applications and enterprise software to ensure effective use by staff.
• Supports district IT personnel with routine user account maintenance and access controls within Active Directory as directed.
• Assists district IT personnel with the successful application of security patches and updates on end-user devices to ensure device compliance.
• Follows established Agency security controls to help maintain workstation compliance.
• Supports district IT personnel by executing routine technical tasks related to data backups and recovery to ensure the protection and availability of end-user data.
• Maintain accurate IT asset inventory and configuration documentation.
• Supports district IT personnel in the deployment of software packages to desktops via Microsoft Endpoint Configuration Manager (MECM).
• Assists users with digitizing and formatting audio and video files in preparation for AUSA/Support staff use in courtroom proceedings.
• Digitizes and formats audio and video files for use in court.
• Supports IT personnel in configuring, testing, and setting up software and hardware components in preparation for trial and courtroom presentations.
• Provides user assistance and troubleshooting to resolve operational issues with supported equipment, escalating complex issues to IT staff as needed.

Do you have experience in User training (technical support)?, * Must be able to obtain and maintain a US government security clearance.

• At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications will generally be expected.
• At least one year must be experience with the specific applications being supported. Supervisory experience helpful.
• Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
• Experience with DOJ office automation environments extremely helpful.
• Should be an expert user of the Government's word processing, spreadsheet, and email systems.
• Excellent oral and written communications skills required.
• Undergraduate degree strongly preferred.

Pulled from the full job description

• Tuition reimbursement
• Pet insurance
• Employee stock purchase plan
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off, * Employees will earn H&W dollars per eligible hour (including vacation and holiday up to 40 hours/week). H&W monies are used to offset the employer's cost of benefits the employee elects into and/or utilizes. Any remaining health and welfare monies after all applicable deductions would be cashed out to the employee on a 1 pay period lag.

Service Contract Act (SCA) Compensation & Benefits:

This is an hourly, overtime-eligible position that falls under the Service Contract Act (SCA). In accordance with the Health and Welfare provisions of the SCA, and in addition to your base hourly rate, you may be eligible to receive an additional health and welfare payment for each hour you work to ensure compliance with the minimums set forth by the act. The amount you are entitled to receive will vary depending upon the fringe benefits you select now and in the future.

Compensation Details: $29.04

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview:

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.