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Computer User Support Specialist
2 months ago
Job Title Computer User Support Specialist Location IRS - NY - Holtsville, NY 11742 US (Primary)
Education Associate Degree Job Description **Job Title: Computer User Support Specialist**
**Location: Holtsville, NY**
**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
