Sme Computer User Support Specialist

Description

Are you ready for your next career challenge? At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Enterprise IT Service Desk (EITSD) Support subtask, assisting the Digital Innovation for General Services Administration (GSA) Digital Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately reply in a timely manner to the needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT assistance service resource. The EITSD provides aid to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized point of contact for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs aided in the environment.

As a Subject Matter Expert Computer User Support Specialist, your primary duty is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide remote technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.

Role Tasks:

• Performs a variety of clerical and administrative duties pertinent to remote assistance.

• Replies to trouble tickets to resolve user problems.

• Provides personal computer assistance problem analysis, and hardware/software installation and configuration assistance.
• Provides expert technical assistance through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.

• Interacts daily with customers to ensure productivity; provides peer feedback.

• Monitors team productivity and quality; provides colleague feedback.

• Maintains an audit trail and statistical records of all problems and conditions reported by the client

• Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions.

Basic Qualifications:

• Minimum 7 years of work experience.
• Associate’s Degree in related field, or equivalent.
• At least 3 years familiarity with Windows desktop aid.

• At least two (5) years familiarity with working knowledge of remote tools.

• Familiarity assisting industry standard software products demonstrating time management, as well as self discipline..
• Public Trust Clearance (Or ability to obtain)

• ITILv4 Foundation Training and ITILv4 Foundation Certification, or attained no later than 120 days after hire date.

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.

• Plans and directs major technology assignments.

• Evaluates performance results and recommends major changes affecting short-term project growth and success.

• Functions as a technical expert across multiple project assignments.

• May supervise, train, and monitor performance of other team members.

• Contributes to deliverables and performance metrics.

• Be willing to work a variety of shifts, including holidays as scheduled.

Preferred Qualifications:

• Professional experience using Service Now, Google Suite, Microsoft Office Suite, Active

Directory, Jabber, Apple iOS, Android OS.

• Microsoft Active Directory Certificate

• CompTIA Security+

• Microsoft Office Specialist: Associate (Office 365 and Office 2019);

• Google IT Support Professional Certificate
• Jamf Pro Certified Tech

This role is covered by the Service Contract Act. The wage rate is predetermined for this position at $29.00/hr.

Pay Range:

Pay Range - -

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote