Computer User Support Specialist

VGS is seeking Computer User Support Specialists

General Duties:

• Serve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.
• Ability to comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk-side touch labor services to ensure that the end user operational environment is functional.
• Investigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.
• Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
• Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
• Write/document detailed troubleshooting results in help desk ticket tracking.
• Pull computer/server log files and send them to Tier 3 support for further diagnosis.
• Multi-task 3-5 concurrent computer support activities with detailed processes.
• Recall from memory in a timely manner established computer support techniques.
• As needed, perform troubleshooting for computer break-fix processes and software upgrades.
• Shift work and/or on-call availability may be required in this position. Current support hours are 0600 - 1800.
• Use a ticket tracking system to access assigned tickets and close them. Requires at least 92% customer satisfaction on all service requests.
• Work in Cisco Finesse call center to answer and respond to end-user phone calls.
• Work in Google Meet virtual support rooms to consult, troubleshoot, and resolve technical issues for end users.
• Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
• Perform computer imaging, software, printer, and hardware system configuration.
• Collect end of life hardware and peripherals and prepare for disposal per regulations
• Write/document detailed troubleshooting results in ServiceNow ticket tracking.
• Pull computer/server log files and send them to Tier 3 support for further diagnosis.
• Multi-task 3-5 concurrent computer support activities with detailed processes.
• Resolve customer reported issues and implement known fixes/procedures without repeatedly having to conduct research or search for solutions.
• Perform troubleshooting for computer break-fix processes and software upgrades.

Requirements:

• Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
• Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
• Experience working with PC software and troubleshooting
• An understanding of the military community is an added plus
• Ability to obtain a Secret Clearance
• Strong PC software and troubleshooting skills
• Experience using Microsoft Windows and Microsoft Office Products
• CompTIA Security+
• CompTIA A+ cert OR other Windows Environment Certification required to start

Other details

• Pay Type Salary

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