User Support Specialist Supervisor

CGS is seeking an experienced User Support Specialist Supervisor  to assist with a large scale IT project focusing on agency wide migration of infrastructure and related services. This project includes a wide range of activities including a comprehensive modernization effort of service desk capabilities and technical support. The Desktop Support Technician will work with team members and with individuals from related project groups to provide technical support and communication across all aspects of the project at large.  This position also may include individual work such as research, analysis, and technical writing when necessary.

Job functions may include:

• Resolving technical problems 
• Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
• Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records. 
• Routing calls to product line specialists, application, or system support specialists, as required. 
• Maintaining and updating records and tracking databases. 
• Alerting management to recurring problems and patterns of problems.

Required skills, knowledge, and abilities include:

• Bachelor degree or equivalent
• 5 Years of experience with problem management, technical customer services, or in technical help desk position
• Ability to handle multiple assignments concurrently 
• Working knowledge of computers, printers, scanners, including how these pieces of technology interact with each other
• Ability to appropriately handle confidential and/or sensitive materials
• Comfort with and and willingness to work both in groups and individually on both large and small projects
• Ability to document, explain, and present task related decisions and processes

THE FOLLOWING SKILLS ARE PREFERRED BUT NOT REQUIRED:

• Strong documentation skills, including the ability to produce technical documents
• Client facing communication experience
• Federal Agency issued security clearance

Contact Government Services strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting edge technology with world class personnel to deliver customized solutions that fit specific needs and solve the most challenging, dynamic problems. Our team emphasizes technical expertise and an empathy to public service to provide unique top tier support  for our government engagements.

SOME BENEFITS OF THIS POSITION INCLUDE:

Health, Dental, & Vision insurance
Life Insurance
401k
Flexible Spending Account (Health, Dependent Care, and Commuter)
Paid Time Off & Observance of State/Federal Holidays

For more information about CGS please visit: https://www.cgsfederal.com