[Hiring] Senior Computer User Support Specialist @Empower AI Inc.

Role Description

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. 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.

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.

• 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.
• Coordinates fix actions with other teams and documents 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.

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.

Requirements

• 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.
• 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

• 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.

Company Description

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.