Computer User Support Specialist
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GDH
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Summary
Role Summary
A Computer User Support Specialist provides technical assistance and support to end users within an organization, ensuring efficient operation of computer hardware, software, and network systems. This role involves resolving technical issues, documenting incidents, and delivering exceptional customer service in a fast-paced environment. The position requires on-site presence at the regional office in Miami, FL, with responsibilities that include both remote support and onsite troubleshooting.
Responsibilities
- Deliver responsive and reliable IT support to all users, including VIPs, ensuring consistent service quality.
- Respond promptly to customer requests, diagnose, and resolve hardware, software, network, and telecommunications issues.
- Document, track, and monitor incidents using the ITSM system (ServiceNow ITSM) to ensure timely resolution.
- Escalate complex technical problems to Tier 3 support for effective resolution.
- Provide onsite support at the HHS OIG Regional Office once per week and as needed for additional onsite dispatches.
- Assist users with operating system issues, printing, email, word processing, and other software applications.
- Meet and maintain all Service Level Agreements (SLAs), including speed to answer, first contact resolution, and ticket aging limits.
- Interact directly with end users to diagnose problems through discussion and analysis.
- Offer "smart hands" support to Tier 3 personnel when onsite, supporting hardware or network setup and repairs.
- Maintain accurate records of support incidents and follow up to ensure issues are resolved efficiently.
Qualifications
- Minimum of 2 years of experience in a help desk or IT support environment.
- Bachelor''s degree or higher; high school diploma with 4+ years of relevant experience.
- Proven experience working with ITSM tools, preferably ServiceNow, in tracking and resolving incidents.
- This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
- Strong troubleshooting and problem-solving skills; ability to diagnose and resolve technical issues efficiently.
- Excellent communication skills and customer service orientation.
- Ability to work onsite at the Miami, FL regional office in a professional environment. (Must reside within a 55-mile radius of the Miami, FL regional office).
Publishing Pay Range: $25.00 - $30.00 USD Hourly
This position is based in office and requires employee to work on-site.
- Dice Id: 10112156
- Position Id: 112970
- Posted 9 hours ago
Company Info
GDH is a technology workforce solutions provider committed to always giving and delivering more. Better talent. More client and consultant support. Greater service. World-class outcomes. Providing technology staffing, project solutions, and recruitment process outsourcing (RPO), we will be able to deepen our understanding of your business challenges, stay up to date with industry trends, and enhance our ability to create custom solutions to help achieve your business outcomes. We have established ourselves as a trusted partner to countless businesses operating in the communications sector. Our primary goal is to source and recruit the most talented professionals, assemble teams of skilled specialists, create innovative recruitment and professional services strategies that drive growth and foster innovation.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH’s website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit GDH's website for notice of collection for California applicants.
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