Computer User Support Specialist
Artech Information Systems LLC
Miami, United States of America
22 days ago
Role details
Contract type
Temporary to permanent Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Junior Compensation
$ 58KJob location
Remote
Miami, United States of America
Tech stack
Databases
Computer Equipment
Information Technology
3-tier Architectures
ServiceNow
Job description
- Provide responsive, reliable, and consistent service delivery to all users including VIPs.
- Provide IT services that appropriately respond to the time-sensitive needs of customers,
- Provide prompt referrals and escalations to an appropriate IT support service option.
- Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
- Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
- Respond to and diagnoses problems through discussion with users.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track, and monitor Incidents in the ITSM system (ServiceNow ITSM) to ensure a timely resolution.
- Interact with Tier 3 for effective escalations to ensure prompt resolution.
- Provide onsite support to users once per week at the HHS OIG Regional Office, and as needed for additional onsite dispatch.
- Provide "smart hands" support to Tier 3 personnel when onsite.
Requirements
- 2 years of experience with a Bachelor's; 0 years of experience with Masters, or 4 years with High School diploma.
- This position requires US Citizenship and an active clearance.
- 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.