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- Receipt of trouble tickets through the KISAM system.
- Execution of problem determination and resolution.
- Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
- Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
- Perform peripheral repairs and maintenance.
- Provide informal customer instruction and confirm customer satisfaction.
- Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
- Relocation of computer equipment
- Receipt/asset control of systems for deployment.
- Execution of pre-capture checklist required to assure success of the Altiris
- Deployment Solution capture activity.
- Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
- Set up replacement workstation at user location.
- Test and confirm customer satisfaction.
- Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
- Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
- Remove and execute asset control procedures to excess the refreshed target system
- Imaging computers
- Transferring customer data from machine to machine
- Understanding Active Directory
- Encrypting hard drives
- Ability to multitasking, and work on several projects at a time.
- Minimum of two years providing IT support in an enterprise environment
- Understanding of Windows operating system and settings
- Use and operation of a ticketing system such as Remedy
- Must possess excellent communications and customer support skills
- Candidates will be responsible for supporting regional and local offices with limited number of IT personnel. Hence, candidates must be motivated and self-starters
- Candidate must be able to pass a background check
Sr. Computer User Support Specialist - Oklahoma City, United States - Centuria Inc.
Description
Job Details
Sr. Computer User Support Specialist
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Job Title
Sr. Computer User Support Specialist
Location
IRS- MA - Andover, MA 01810 US (Primary)
Education
Associate Degree
Job Type
Full-time
Travel
Job Description
Job Title:
Sr. Computer User Support Specialist
Location:
Kansas City, MO
Term:
Full Time
Clearance Level:
Background Investigation
Program:
IRS
Job Summary:
IRS User & Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide.
Centuria has been awarded a contract to support the IRS EFO by providing operations and maintenance support to its nationwide end user community.
Centuria is looking for qualified candidates that can provide incident management/trouble ticket support, resolve end user IT issues, support distribution of IT assets and refresh laptop/desktop computers.
Deskside technicians shall provide on-site support for incident management by delivering professional resolution of IRS end-user incidents & problems.The technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
Deskside support is intended to provide physical touch deployments of hardware & software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.
Responsibilities:
Qualifications: