Computer User Support Specialist

B Technology, LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User

Technician Advanced position and to join our team of talented individuals.

The main responsibilities will be to assess and troubleshoot computer support problems and apply

understanding of computer software and hardware products and services to resolve problems of users.

The service desk representative aids users and organizations using computer software or equipment.

Accurately diagnose problems and guide users through problem resolution. Set up, image or repair

computer equipment and related devices. Train users to utilize new computer hardware or software,

including printing, installation, word processing, and email. Respond to phone, web, fax, and email

requests for assistance using remote tools and automated trouble ticketing system. Make site visits to

provide touch labor. The candidate will provide technical assistance to computer users. Answer

questions or resolve computer problems for clients in person, or via telephone or electronically. May aid, coordinating any other maintenance support with internal and external agencies

• Meet with customers/users on a regular basis to learn about their organizational structures, unit

missions and requirements to gain a better understanding of their needs and to educate

customers on processes and procedures

• Provides Tier II support to users by researching, diagnosing, and resolving technical problems

involving both business and IT related technical issues with end-user computer technology

• Effectively communicates, coordinates efforts, and establishes customer relations

• Provides top-level technical expertise, including performing in-depth and complex software

systems programming and analysis

• Installs approved software within regular business hours

• Prepare software using provided software package utility for deployment

• Electronically "push" software, software updates, security updates, vendor patches (service

packs, service releases) to end user devices

• Update 100% of affected available devices in accordance with the timelines established within

the request

• Provide configuration of end user and network devices to include computers, printers, laptops,

scanners, PDAs, and other hardware

• Install new computers per the NEC Life Cycle Replacement Policy

• Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and

software updates, security updates, vendor patches (service packs, service releases), when

• Proficiency in typing and reading from a computer screen.

• Sufficient mobility is required, including bending, reaching, and kneeling to complete daily duties

promptly and efficiently.

• May involve lifting to thirty pounds as necessary.

Education / Certifications:

• Bachelor's degree in computer science, Cyber Security, Information Technology, Software

Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics

or Engineering

• 8 years' experience needed

• CASP+ or CCNP Security or CISA or SSCP

• Minimum of 20 hours annually/required to maintain certificates

Knowledge:

• Solid knowledge of information security principles and practices and an advanced understanding

of security protocols and standards.

• Extensive knowledge of Applications

• Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications

with strong Excel skills, Outlook, and Internet Browser. Citrix and virtualization knowledge a plus

• General knowledge of Windows technology and TCP/IP networking

Abilities:

• Ability to organize, prioritize and meet deadlines

• Capable of conveying complex information in a simplistic manner

• Strong critical thinking and problem-solving skills

• Strong self-starter requiring minimal supervision

• Able to take proactive measures to prevent problems rather than reactive by nature

• Strong verbal and written communication to effectively express concepts, plans, and proposals

Security Clearance:

Must be a U.S. Citizen. A high-level Department of Defense active Secret security clearance is required.

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