Computer User Support Technician

Computer User Support Technician

The Digital Modernization Sector is seeking a Computer User Support Technician to provide end-user support for the infrastructure and remediation contractors at the Portsmouth site. Performs as part of a dedicated and customer-focused IT team to ensure that all end user needs are met. The position provides a range of IT services, including various Tier I and II support services to end users, Windows workstation engineering and maintenance, managed print services, IT Service Management (ITSM), Help Desk support services, and others.

Responsibilities include:

• Provides break-fix support of existing/new hardware, software, and system initiatives directly to end-users
• Responsible for providing direct user support for standard desktop utilities and business applications
• Serves as a helpdesk contact for the site IT services

• Performs day-to-day IT maintenance and operational activities including desktop support
• Informs IT system administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users
• Installs, upgrades, maintains, and modifies desktop software including operating systems, office suites and other business productivity applications and functional applications
• Supports efforts to maintain desktop software and hardware inventories
• Maintains related documentation and technical information
• Demonstrates a personal commitment to safety and quality
• Able to lift/move up to 10lbs

• Documents issues and progress in ticketing system (Track-it!)
• Identifies, researches, and resolves technical problems for users, IT staff, and operational specialists
• Escalates more complex problems to more senior technicians and higher tiered support (hardware and software technologists)
• Deployment and retrieval of devices to end users, including a brief tutorial to familiarize the user with the device
• Assesses user needs through remote utilities. Recommends hardware and software to end users
• Familiar with standard concepts, practices, and procedures
• Relies on experience and judgment to plan and accomplish goals
• Accomplishes all tasks as appropriately assigned or requested

Required Skills and Qualifications:

• Must be able to obtain and maintain a U.S. Department of Energy (DOE) security clearance at an L level
• Typically requires high school diploma and 4-6 years of prior relevant experience
• Knowledge of PC and desktop hardware; experience in a Windows environment provisioning, deploying, troubleshooting, and resolving any hardware, software, or other technical issues
• Knowledge in Windows 11 image/platforms
• Strong, demonstrated customer service orientation
• Proven analytical and problem-solving abilities to mitigate end user down time
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills

Desired Skills and Qualifications:

• DOE site experience strongly preferred
• Ability to acquire a U.S. Department of Energy (DOE) 'L' Security Clearance
• Related industry-recognized certifications such as CompTIA A+ preferred.
• Working technical knowledge of current protocols, operating systems, and standards
• Ability to conduct research into PC and software issues and products as required

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."