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Job Description
Job Title: Computer User Support Specialist
Location: Philadelphia, PA - Hybrid once in a week onsite
Duration: 06 Months +(Possible Extension)
Pay Range: $15 - $17/hr W2
Description
Seeking a Computer User Support Specialist to join our team of qualified, diverse individuals. The qualified applicant will become part of Client's Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to client VIP and HHS users, answers questions; resolves computer problems for clients via telephone or electronically, and onsite as needed; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Must Have Skills:
•Provide responsive, reliable, and consistent service delivery to all users including VIPs.
•Provide IT services that appropriately respond to the time-sensitive needs of customers,
•Provide prompt referrals and escalations to an appropriate IT support service option.
•Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
•Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
•Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
•Respond to and diagnoses problems through discussion with users.
•Identify, research, and resolve technical problems.
•Respond to telephone calls, email and personnel requests for technical support.
•Document, track, and monitor Incidents in the ITSM system (ServiceNow ITSM) to ensure a timely resolution.
•Interact with Tier 3 for effective escalations to ensure prompt resolution.
•Provide onsite support to users once per week at the HHS OIG Regional Office, and as needed for additional onsite dispatch.
•Provide "smart hands" support to Tier 3 personnel when onsite.
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
•2 years of experience with a Bachelor's; 0 years of experience with Masters, or 4 years with High School diploma.
•This position requires a public trust clearance.
•1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
Location: Philadelphia, PA - Hybrid once in a week onsite
Duration: 06 Months +(Possible Extension)
Pay Range: $15 - $17/hr W2
Description
Seeking a Computer User Support Specialist to join our team of qualified, diverse individuals. The qualified applicant will become part of Client's Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to client VIP and HHS users, answers questions; resolves computer problems for clients via telephone or electronically, and onsite as needed; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Must Have Skills:
•Provide responsive, reliable, and consistent service delivery to all users including VIPs.
•Provide IT services that appropriately respond to the time-sensitive needs of customers,
•Provide prompt referrals and escalations to an appropriate IT support service option.
•Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
•Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
•Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
•Respond to and diagnoses problems through discussion with users.
•Identify, research, and resolve technical problems.
•Respond to telephone calls, email and personnel requests for technical support.
•Document, track, and monitor Incidents in the ITSM system (ServiceNow ITSM) to ensure a timely resolution.
•Interact with Tier 3 for effective escalations to ensure prompt resolution.
•Provide onsite support to users once per week at the HHS OIG Regional Office, and as needed for additional onsite dispatch.
•Provide "smart hands" support to Tier 3 personnel when onsite.
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
•2 years of experience with a Bachelor's; 0 years of experience with Masters, or 4 years with High School diploma.
•This position requires a public trust clearance.
•1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
group id: artech