Senior Computer User Support Specialist - 304624A

The Computer Help Desk Technician provides technical support to government customers, maintaining computer systems, printers, VoIP telephones, and manages IT asset inventory. This role requires strong customer service skills, technical aptitude, and experience with government inventory management. The Technician will troubleshoot hardware and software issues, provide user training, and ensure accurate IT asset tracking. Maintaining excellent customer relations and ensuring compliance with established procedures are integral functions of this role. 

This individual will provide first-level end-user technical support, resolving issues efficiently and effectively. They will install, configure, and troubleshoot a variety of computer hardware and software, maintain printers and telephones, establish network connectivity, and manage IT inventory assignments. A successful candidate will have a proven track record of providing excellent customer service and strong technical skills.

Equipment/Systems:

This position requires frequent use of computers, printers, and various software applications. Experience with MS Office products, ticketing systems, and IT asset management software is essential.

Competencies: The Help Desk Technician role requires attention to detail, accuracy, excellent listening skills, and effective communication. Technical proficiency in computer hardware, software, and networking is also required. The ability to multi-task, prioritize, and work independently is critical.

Work Environment & Physical Demands:

This job operates primarily in an office setting. This role routinely uses standard office equipment such as computers, phones, and printers. Duties may require lifting of computer equipment, using ladders, walking large office buildings, and loading/unloading of boxes, containers, or trucks.

Position Type and Expected Hours of Work:

This is a full-time exempt position; typical work hours and days are Monday through Friday, regular business hours; additional hours as needed to ensure performance across the program.

Travel: Primarily local travel for user support

• Bachelors in Information Technology (or similarly related degree e.g. Cybersecurity, Information Systems, Computer Science, Software Engineering, etc.)
• Security+ or equivalent DoD 8140 certification.
• 7+ years of experience in computer support or IT customer service.
• Experience with computer hardware, software, and printer maintenance.

Preferred Education and Experience:

• Experience with government IT asset management (ITAM) systems.
• Experience supporting government customers.

Work Authorization/Security Clearance:

• Requires active TS/SCI clearance from the U.S. Government

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.