End User Support Specialist

The Mission Matters

Your skills and experience could be mission critical for our Powder River Industries, LLC team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our inclusive team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

About the Job

Powder River Industries is looking for an End User Support Specialist to support our customers. An End User Services (EUS) specialist is the hands-on technician that dispatches to customers in their duty station for in-person support to, and maintenance of, hardware, software, networking, and other computer-related technologies. The EUS practitioner is responsible for installing hardware and software, diagnosing abnormalities with customers’ equipment, repairing, maintaining, and upgrading hardware and equipment. Technicians are responsible for escalating issues outside the EUS team’s expertise to the appropriate specialist support group.

Responsibilities:

•Provide excellent, in-person and remote services to IT users, repair and maintain hardware, software, networking, and other computer-related technologies

•Set-up, operate, and troubleshoot audio and video teleconferencing equipment

•Troubleshoot the end user’s issue and resolve upon first contact, when possible.

•Install hardware and software, to include equipment moves and hardware relocations

•Provide "how to" assistance on all internally supported devices, applications and systems

•Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements and follow up on incidents when appropriate.

•Mentor and train new team members

•Support the Team lead with escalations, major incident management, and customer communications

•Serve as Tier 2 escalation point, and provide direction & guidance to help the resolve customer tickets

Requirements

  • Minimum Top Secret Security Clearance

  • CompTIA Security+

  • Must be a US Citizen

Powder River Industries is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

Job Location

On Site

Type of Job

Full Time

Published Date

November 16, 2021, 12:00:00 AM

Address

Alexandria, VA, USA