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Artech Information Systems: Remote Job Opportunity - Computer User Support Specialist - Dallas, TX
Source: weworkremotely
Headquarters: Texas
About the Role
Artech, the largest women-owned IT staffing firm in the US, is seeking a Computer User Support Specialist to join their team.
Job Details
- Title: Computer User Support Specialist
- Location: Dallas, TX (Remote)
- Duration: Contract to Hire (Months)
- Rate: $20/Hr on W2 (without benefits and PTO's)
Job Description
The Computer User Support Specialist will provide technical assistance to HHS-VIP and HHS users. They will answer questions, resolve computer problems via telephone or electronically, and onsite as needed. They will also provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Responsibilities
- Provide responsive, reliable, and consistent service delivery to all users including VIPs.
- Provide IT services that appropriately respond to the time-sensitive needs of customers.
- Provide prompt referrals and escalations to an appropriate IT support service option.
- Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
- Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
- Respond to and diagnoses problems through discussion with users.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track, and monitor Incidents in the ITSM system (ServiceNow ITSM) to ensure a timely resolution.
- Interact with Tier 3 for effective escalations to ensure prompt resolution.
- Provide onsite support to users once per week at the HHS OIG Regional Office, and as needed for additional onsite dispatch.
- Provide "smart hands" support to Tier 3 personnel when onsite.
Requirements
- Experience: 2 years of experience with a Bachelor's; 0 years of experience with Masters, or 4 years with High School diploma.
- Citizenship: US Citizenship is required.
- Clearance: Ability to obtain public trust clearance.
- Help Desk Experience: 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
- Location: Must reside within 55 mile radius of Regional Office (Dallas, TX).
Contact Information
- Recruiter: Shashank Mishra, Associate Recruiter
- Cell: (Provided in original text)
- Email: (Provided in original text)
- Address: 360 Mt. Kemble Avenue, Suite 2000 Morristown, NJ 07960
- Website: (Provided in original text)