Computer User Support Specialist

IT Service Desk Technician/Computer User Support Specialist

Location: Miami, Fl (must reside within 55 mile radius of Regional Office) – 1 Day Onsite – 4 Days Remote Duration: 06-12+ Months with possibility of extension Pay Rate: $25 - $28/Hr On W2

Peraton is currently seeking a Computer User Support Specialist to join our team of qualified, diverse individuals. The qualified applicant will become part of Peraton's HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to HHS-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.

Roles and Responsibilities:

• 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.

Qualifications:

• Required: 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 US Citizenship and an active clearance.
• 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.