Sr. Computer User Support Specialist

Job Title: Sr. Computer User Support Specialist   

Location: Oakland, CA

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
  • Receipt/asset control of systems for deployment.
  • Execution of pre-capture checklist required to assure success of the Altiris
  • Deployment Solution capture activity.
  • Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
  • Set up replacement workstation at user location.
  • Test and confirm customer satisfaction.
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
  • Remove and execute asset control procedures to excess the refreshed target system
  • Imaging computers
  • Transferring customer data from machine to machine
  • Understanding Active Directory
  • Encrypting hard drives
  • Ability to multitasking, and work on several projects at a time.

Qualifications:

• Minimum of two years 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