What are the responsibilities and job description for the User Support Specialist position at GovCIO?
Company Overview
GovCIO is a team of transformers—people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation governmental operations that improve the citizen experience every day.
But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?
Job Description: A Merlin User Support Analyst will provide support to DEA personnel located throughout the work to support DEAs Sensitive but Unclassified (SBU) and Secret Networks. The Merlin User Support Analyst's work is tracked through its Enterprise ticketing software. Tickets are tracked and measured with a focus on high customer service.
Responsibilities:
- The User Support personnel installs, troubleshoots and maintains an extensive variety of products and equipment.
- Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.
- Provide desktop, application and network application incident resolution. Determines and recommends which products or services best fit the customers' needs.
- Provides support to end users on a variety of issues. Identifies, researches and resolves technical problems.
- Responds to telephone calls, email and personnel requests for technical support.
- Documents, tracks, and monitors problems to ensure timely resolution.
- Create, update, and track service requests / incidents within ticketing system
- Provide courteous, knowledgeable, and professional troubleshooting for reported problems
- Assist users with connectivity issues with hardware and software capabilities
- Promptly respond to IT-related incidents and service requests and troubleshooting utilizing IT Best Practices to resolve end-user problems via both desk side and remote capabilities.
- Interact with government customers and providing and presenting customer briefings may be required.
- Provide excellent written and oral communication
- Install software updates, and upgrades, including remote serving of workstations
- Troubleshoot and resolve communications equipment
- Maintain remote user assistance capabilities
- Provide technical assistance for relocations and moves
- Staging and taking down end user workstations and associated equipment
- Ensuring the proper storage and disposal of classified equipment
- Maintaining configuration management data and documentation
- Provide coordination between Engineering/Operations.
- Creating users account and emails accounts for new users on Classified Network
Minimum Qualifications:
- US Citizenship required
- Active DoD Secret Clearance (or ability to obtain and maintain a Security Clearance)
- Active DOD and DEA Secret | Top Secret for Specific Locations (Foreign and 9 Domestic Sites). Also, Top Secret w/SCI for location with SCIFs.
- Ability to obtain and pass a DEA Suitability Clearance
- 1-2 years relevant IT experience / education (or combination of both)
- Experience supporting Microsoft Windows environments and Microsoft software
- Experience troubleshooting and resolving hardware and software problems
Desired Skills:
- Bachelor's degree is an asset
- ITIL Foundations v4
- Security
