End User Support

An End User Services (EUS) specialist is the hands-on technician that dispatches to customers in their duty station for in-person support to, and maintenance of, hardware, software, networking, and other end user computer-related technologies. The EUS Specialists is responsible for installing hardware and software, diagnosing abnormalities with customers’ equipment, repairing, maintaining, and upgrading hardware and equipment. Technicians are responsible for providing tier II customer support and escalating issues outside the EUS team’s expertise to the appropriate specialist support group.

Primary Responsibilities and Activities

• Provide excellent, in-person and remote services to IT users, repair and maintain hardware, software, networking, and other computer-related technologies
• Set-up, operate, and troubleshoot audio and video teleconferencing equipment
• Troubleshoot the end user’s issue and resolve upon first contact, when possible
• Install hardware and software, to include equipment moves and hardware relocations
• Provide "how to" assistance on all internally supported devices, applications and systems
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements and follow up on incidents when appropriate
• Mentor and train new team members
• Support the Team lead with escalations, major incident management, and customer communications
• Serve as Tier 2 escalation point, and provide direction & guidance to help the resolve customer tickets

Experience

• 5 years of applicable help desk/IT Support experience
• Clearance: Secret with the ability to obtain Top Secret
• Certifications: Security
• High School Diploma (BA/BS preferred)

Desired Skills

• Knowledge or experience working with end user and service desk technology and associated processes, such as ITIL
• Experience supporting a federal client
• Ability to manage and prioritize work in a fast-paced complex environment
• Excellent customer service skills
• Strong analytical skills
• Experience supporting end user technologies such as Microsoft Office / Office 365, Microsoft Teams, network printers, Software Center, iPhones, etc.
• Troubleshooting experience with hardware, applications, networks, etc. - Ability to learn new technology and applications
• Solid written and verbal communication skills
• Strong time management skills
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment