Computer User Support Specialist - Philadelphia, United States - Centuria Inc.

Description

Job Title Computer User Support Specialist Location IRS - PA - Philadelphia, PA 19104 US (Primary)

Education Associate Degree Job Description **Job Title: Computer User Support Specialist**

**Location: Philadelphia, PA**

**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

Mapping network drives

Transferring customer data from machine to machine

Installing printers

Researching various outlets to find solutions to problems

Determine which tools are most appropriate to use

**Qualifications:**

Minimum of one year 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