User Support Specialist III
Core
Provides first-response IT help desk support for desktop and peripheral issues, serving federal agency programs and remote locations.
Role type
Senior IC IT Help Desk Specialist
Builds
Resolves user incidents via phone/email, escalates complex issues, supports application deployments and user training.
Domain
Federal Government / IT Service Management
Deliverable
client delivery
Required skills
IT help desk support, ticketing systems, computer hardware/software troubleshooting, Windows desktop applications, printer troubleshooting, incident response, user training, problem-solving, critical thinking
Preferred skills
Applications programming on large-scale systems, complex software development
Technologies
Windows desktop applications, ticketing systems, service desk software
Responsibilities
Serve as initial point of contact for call center support; troubleshoot user problems with software, hardware, email, directories, and printers; ensure timely response process for issues; perform onsite installations and provide startup/cutover guidance; assist with applications development testing and documentation; help with user training on assigned software applications.
Seniority
Senior, hands-on IC