Computer User Support Specialist

2 weeks ago


Glenn Dale, United States Centuria Inc. Full time

Job Title

Computer User Support Specialist

Location

IRS Office Of Procurement - Lanham, MD 20706 US (Primary) Education

Bachelor's Degree

Job Description

**Job Title: Computer User Support Specialist** **Location: Lanham, MD** **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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