Computer User Support Specialist

Role Summary

The Computer User Support Specialist provides responsive technical assistance to HHS OIG users, including VIPs, through telephone, email, electronic, and onsite support. This role diagnoses and resolves hardware, software, network, telecommunications, and operating system issues while maintaining a high standard of service delivery. The specialist documents and tracks incidents in ServiceNow ITSM, meets established service-level agreements, and escalates complex issues to appropriate support teams. The position follows a hybrid schedule, including onsite support in San Francisco, California, once per week and as needed.

Responsibilities

• Provide responsive, reliable, and consistent technical support to all users, including VIPs.
• Address time-sensitive customer needs and provide prompt referrals or escalations to appropriate IT support services.
• Meet service-level agreements related to speed to answer, first-contact resolution, ticket aging, and other performance measures.
• Resolve technical problems involving computer hardware, software, networks, telecommunications systems, printing, installation, word processing, email, and operating systems.
• Diagnose, identify, isolate, and analyze technical issues using user discussions and historical database records.
• Respond to telephone calls, emails, and personnel requests for technical assistance.
• Document, track, and monitor incidents in ServiceNow ITSM to support timely resolution.
• Collaborate with Tier 3 support personnel to facilitate effective escalations and prompt issue resolution.
• Provide onsite user support at Regional Office once per week and complete additional onsite dispatches as needed.
• Provide smart-hands support to Tier 3 personnel during onsite activities.

Qualifications

• At least one year of experience working in a help desk environment using IT service management tools, preferably ServiceNow.
• Relevant education, training, certifications, or equivalent practical experience.
• Experience troubleshooting computer hardware, software, network, telecommunications, and operating system issues.
• Strong customer service, communication, diagnostic, and problem-solving skills.
• Ability to document, track, and monitor incidents in an ITSM system.
• Ability to meet service-level agreements and manage time-sensitive support requests.
• Ability to collaborate effectively with Tier 3 technical teams and escalate issues appropriately.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
• Ability to work onsite one day per week and as needed for additional support.

Publishing Pay Range: $20.00 - $24.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.