Responsibilities

POSITION SUMMARY

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Senior Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.

POSITION RESPONSIBILITIES:

• Performs a variety of clerical and administrative duties pertinent to Help Desk.
• 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. 
• Monitors team productivity and quality; provides individual feedback.
• Coordinate fix actions with other teams and document fix actions.
• 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.
• Helps lead efforts to resolve enterprise level problems by providing technical expertise, communicating requirements and driving solutions with a variety of stakeholders.

CONTRACT REQUIRED 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.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Work is performed remotely under supervision.
• Contributes to deliverables and performance metrics.

CONTRACT DESIRED 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

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

• As a remote position, personnel are expected to maintain their home workspace in a safe manner, free from safety hazards.
• Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office consistent with the company’s expectations of information security.
• Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
• Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
• Sitting for long periods.
• Viewing computer screens for long periods of time.

• Travel is not required.