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    Sr. Computer User Support Specialist - Los Angeles, United States - Centuria Inc.

    Centuria Inc.
    Centuria Inc. Los Angeles, United States

    2 weeks ago

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    Job Details

    Sr. Computer User Support Specialist
    This details all the information about the job posting.

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    Job Title

    Sr. Computer User Support Specialist

    Location

    IRS- Fresno - Fresno, CA 93721 US (Primary)
    Education

    Associate Degree

    Job Type

    Full-time

    Travel

    Job Description


    Job Title:
    Sr. Computer User Support Specialist

    Location:
    Fresno, CA

    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:

    • 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.

    Qualifications:

    • 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
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