Customer Technical Specialist III

Computer User Support Specialist / IT Service Desk Technician

Location: Los Angeles, CA / Telework Hybrid
Onsite Requirement: Must live within 55 miles of the Los Angeles Regional Office and report onsite 1 day per week/as needed
Pay: $28.50/hr W2 OR $33.50/hr 1099
Contract: 8 months to start

Overview
Peraton is seeking a Computer User Support Specialist / IT Service Desk Technician to support the HHS OIG Information Technology Service Desk Support and Engineering Services Program. This role provides technical assistance to HHS-VIP and HHS users, resolving computer hardware, software, network, printing, email, operating system, and related IT issues.

This is primarily a telework role, but candidates must reside within 55 miles of the Los Angeles Regional Office and be available for onsite support once per week and additional dispatch support as needed.

Important: Candidates must have an active Public Trust clearance at time of submission.

Key Responsibilities

• Provide responsive and reliable IT support to end users, including VIP users
• Resolve hardware, software, network, telecommunications, printing, email, and operating system issues
• Respond to technical support requests by phone, email, electronically, and onsite as needed
• Diagnose, isolate, and troubleshoot technical issues using historical records and ITSM tools
• Document, track, and monitor incidents in ServiceNow ITSM through resolution
• Meet SLAs related to speed to answer, first-contact resolution, and aged ticket limits
• Escalate issues to appropriate support teams, including Tier 3, when needed
• Provide onsite support once per week at the HHS OIG Regional Office
• Provide smart hands support to Tier 3 personnel when onsite
• Support users with computer hardware, software, installation, word processing, email, and operating system questions

Required Qualifications

• Active Public Trust clearance required
• U.S. Citizenship required
• Must reside within 55 miles of the Los Angeles Regional Office
• 2+ years of experience with a Bachelor's degree
  OR
• 0 years of experience with a Master's degree
  OR
• 4+ years of experience with a High School Diploma
• 1+ year of help desk experience
• Experience using ITSM tools, preferably ServiceNow
• Strong customer service and communication skills
• Ability to support VIP and standard end users professionally
• Ability to troubleshoot hardware, software, network, and telecommunications issues

Technical Skills

• Help Desk / Service Desk Support
• ServiceNow ITSM
• Windows Operating Systems
• Microsoft Office / Microsoft 365
• Hardware and Software Troubleshooting
• Network Connectivity Troubleshooting
• Printing Support
• Email Support
• Remote User Support
• Incident Documentation and Ticket Tracking
• Smart Hands Support
• Tier 1 / Tier 2 Support

Additional Notes

• Telework role with onsite support required 1 day per week
• Must be local to the Los Angeles area
• Active Public Trust clearance is required
• Supports HHS OIG users, including VIP users
• Strong fit for Help Desk, Service Desk, Desktop Support, and Computer User Support professionals

Join the TASC Technical Services team, with 30 years of excellence in the staffing industry! We offer competitive benefits including health care plans, a 401k plan with company match, and a weekly paycheck with direct deposit. Additionally, we follow all state and federal guidelines for compensated time off. TASC Technical Services is an Equal Opportunity Employer.