User Support Specialist II
Core
Provides first-response IT help desk support for desktop, peripheral, and software issues via phone and email for the Indian Health Service.
Role type
IT Help Desk Specialist
Builds
Resolves user incidents and elevates complex issues to senior support
Domain
Federal Government / IT Support
Deliverable
client delivery
Required skills
troubleshooting computer hardware and software, ticketing systems, service desk software tools, reading technical documentation, problem-solving, critical thinking, customer service
Preferred skills
applications development testing support, user training, instructional design concepts
Technologies
Windows desktop applications, printers, service desk software, ticketing systems
Responsibilities
Serves as initial point of contact for call center support, troubleshoots user problems with software/hardware/email/directories, controls issues through timely response processes, performs occasional onsite installations and application cutover guidance, assists with applications development testing and documentation, helps with user training on assigned software applications
Seniority
Mid-level, hands-on IC
