Computer User Support Specialist

4 weeks ago


Philadelphia, United States Centuria Inc. Full time

Job Title Computer User Support Specialist Location IRS - PA - Philadelphia, PA 19104 US (Primary)

Education Associate Degree Job Description **Job Title: Computer User Support Specialist**

**Location: Philadelphia, PA**

**Term:** Full Time

**Clearance Level: Background Investigation**

**Program: IRS**

**Job Summary:**

IRS User & Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide. Centuria has been awarded a contract to support the IRS EFO by providing operations and maintenance support to its nationwide end user community. Centuria is looking for qualified candidates that can provide incident management/trouble ticket support, resolve end user IT issues, support distribution of IT assets and refresh laptop/desktop computers.

Deskside technicians shall provide on-site support for incident management by delivering professional resolution of IRS end-user incidents & problems. The technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents. Deskside support is intended to provide physical touch deployments of hardware & software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.

**Responsibilities:**

* Receipt of trouble tickets through the KISAM system.

* Execution of problem determination and resolution.

* Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.

* Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.

* Perform peripheral repairs and maintenance.

* Provide informal customer instruction and confirm customer satisfaction.

* Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.

* Relocation of computer equipment

* Mapping network drives

* Transferring customer data from machine to machine

* Installing printers

* Researching various outlets to find solutions to problems

* Determine which tools are most appropriate to use

**Qualifications:**

* Minimum of one year providing IT support in an enterprise environment

* Understanding of Windows operating system and settings

* Use and operation of a ticketing system such as Remedy

* Must possess excellent communications and customer support skills

* Candidates will be responsible for supporting regional and local offices with limited number of IT personnel. Hence, candidates must be motivated and self-starters

* Candidate must be able to pass a background check



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