The User Support Specialist provides information technology services support for the U.S. Department of Health and Human Services Indian Health Service (IHS) Headquarters (HQ) and remote locations. This position works in a team environment to provide first response assistance in resolving desktop and peripheral user support issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Serves as the initial point of contact for call center support for agency programs. Provides computer users with problem-solving support via phone and email. Resolves less complex issues immediately, and elevates more complex issues to senior level support or supervisory personnel. Conducts all interactions in a professional manner.
Troubleshoots user problems with computer software and hardware, electronic mail, directories, standard Windows desktop applications, specific customer applications and with printers. Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications, and applies or recommends solutions.
Helps to control issues by ensuring a timely response process, which includes problem recognition, research, isolation and follow-up steps.
Occasionally performs onsite installations, and provides startup or cutover guidance on applications that require significant deployments and/or data conversion efforts.
Performs applications development testing support, and assists with documentation. Helps with user inquiries on how to use applications.
Helps with user training on assigned software applications. Works with established instructional design concepts and guidelines for effective training materials. May work as part of a team to develop a standardized training approach for new employees on required skill sets.
Reviews customer satisfaction survey results and researches tickets, as needed.
Learns new applications and supports new areas, as needed.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Associates degree in Information Technology or a related field of study, and relevant experience in an IT help desk support environment as specified below; or equivalent combination of education / training / experience. Experience as an applications programmer on large-scale systems, knowledge of computer equipment, and ability to develop complex software to satisfy design objectives preferred.
User Support Specialist I: 4B Required degree
User Support Specialist II: 6B Required degree plus 3 years relevant experience
User Support Specialist III: 6B Required degree plus 5 years relevant experience
User Support Specialist IV: 7B Required degree plus 8 years relevant experience
CERTIFICATES / LICENSES / REGISTRATION
Must be a U.S. born or naturalized citizen due to government or federal requirement
Must be able to obtain required government security clearance
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Knowledge and understanding of the tools, concepts, practices and procedures related to an IT help desk user support environment
Working knowledge utilizing service desk software tools and applications
Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
Ability to read and interpret common information systems documents and translate into layman terminology
Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues
Excellent critical thinking skills with ability to identify, analyze and resolve problems / issues
Excellent verbal and written communications skills with ability to effectively communicate / interact with a wide variety of technical and non-technical audiences (i.e., customers, team members, management and federal staff)
Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner
Ability to use tact in handling difficult individuals and/or situations
Ability to resolve difficult or challenging problems within the assistance of senior support or the use of outside software analysis support
Highly organized with ability to multitask
Ability to work in a fast-paced environment and to learn and apply new knowledge and techniques related to incident response
Ability to effectively work both independently and in a team environment for the successful achievement of goals
Ability to lift 25 pounds
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from team, customer and federal staff.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.