Computer User Support Specialist (Philadelphia)

Philadelphia, PA, US • Posted 5 hours ago • Updated 1 hour ago
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Summary

Role Summary
A mid-level Computer User Support Specialist position supporting a federal government program. The role involves delivering technical assistance and troubleshooting to a diverse user base, including VIPs, with a focus on remote support supplemented by weekly onsite visits. The position emphasizes high-quality service delivery within established SLAs and collaboration with Tier 3 support teams.

Responsibilities

  • Provide timely, reliable IT support to all users, including VIPs, ensuring high customer satisfaction.
  • Respond promptly to technical inquiries via phone, email, and onsite visits, and escalate issues as needed.
  • Meet all Service Level Agreements related to response times, first contact resolution, and incident management.
  • Troubleshoot and resolve hardware, software, network, and telecommunications issues for internal users.
  • Use historical data and diagnostic tools to identify, isolate, and resolve technical problems efficiently.
  • Document and track incidents and service requests in the ITSM system (ServiceNow) to ensure resolution deadlines are met.
  • Collaborate with Tier 3 support for complex issues requiring escalation, ensuring effective resolution pathways.
  • Provide onsite support once per week at the designated regional office and assist with additional onsite dispatches when necessary.
  • Deliver "smart hands" support to Tier 3 technicians during onsite visits.
  • Maintain technical knowledge of hardware, software, and network systems, and stay updated on best practices for IT support delivery.

Qualifications

  • Minimum of 2 years of experience in a help desk or technical support environment, with at least one year using ITSM tools such as ServiceNow.
  • Bachelor''s degree required; equivalent experience may be considered in lieu of a degree (e.g., 4 years of high school diploma).
  • This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
  • Strong troubleshooting skills across hardware, software, and network systems.
  • Excellent communication skills, with the ability to interact effectively with both technical and non-technical users.
  • Ability to work independently and efficiently follow established support procedures and SLAs.
  • Reside within a 55-mile radius of the Philadelphia, PA regional office, with the ability to commute for onsite support once a week.

Publishing Pay Range: $20.00 - $22.00 USD Hourly 

This position offers a hybrid schedule, with time split between remote work and onsite support at the Philadelphia regional office.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10112156
  • Position Id: 112919
  • Posted 5 hours ago

Company Info

About GDH

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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Justin Gattis

Justin Gattis

Strategic Delivery Recruiter @ GDH
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