Computer User Support Specialist

Key Responsibilities:

• User Support and Troubleshooting:
• Provide technical assistance to DHS users by diagnosing and resolving computer problems related to hardware, software, and networks.
• Respond to support requests in person, via telephone, or electronically to troubleshoot and resolve issues in a timely manner.
• Resolve a wide range of technical issues, including problems with printing, word processing, email, operating systems, and network connectivity.
• Hardware and Software Assistance:
• Offer guidance on the proper use and functionality of computer hardware (e.g., desktops, laptops, printers) and software applications (e.g., Microsoft Office Suite, operating systems).
• Assist users with installing, configuring, and updating software applications and systems, ensuring compliance with DHS security standards.
• System Configuration and Installation:
• Support the installation, configuration, and setup of new computer hardware and software to ensure proper system functionality.
• Assist with setting up user accounts, profiles, and permissions within DHS systems.
• Training and Documentation:
• Provide training and guidance to DHS staff on using new or existing software and hardware to improve productivity and reduce technical issues.
• Develop and maintain clear documentation for troubleshooting procedures, software configurations, and common user issues.
• Create user-friendly guides or FAQs to assist in addressing recurring technical issues, minimizing future support requests.
• Network and Systems Support:
• Provide technical assistance concerning network-related issues such as connectivity, wireless networks, and remote access configurations.
• Ensure user devices are connected to the correct networks and have access to appropriate internal and external resources.
• Monitoring and Escalation:
• Monitor user support requests and escalate more complex issues to appropriate IT or system administrators when necessary.
• Track and document support tickets, ensuring that all issues are resolved within established service level agreements (SLAs).
• Security and Compliance:
• Ensure that users adhere to DHS security protocols, including secure login practices, data protection standards, and privacy regulations.
• Assist with the implementation of security patches and updates to both hardware and software systems in compliance with DHS cybersecurity policies.

Qualifications:

• Education:
• Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent work experience may be considered in lieu of formal education.
• Experience:
• 8+ years of experience in a computer user support or help desk role, with a proven ability to troubleshoot and resolve a wide variety of technical issues.
• Experience in providing technical assistance to a diverse user base, including troubleshooting computer hardware, software, network connectivity, and operating systems.
• Familiarity with DHS software and hardware systems is a plus.
• Skills and Competencies:
• Strong knowledge of computer hardware, software applications, operating systems (Windows, macOS, Linux), and peripheral devices.
• Ability to communicate complex technical concepts in a clear and understandable manner to non-technical users.
• Proficient in diagnosing and resolving technical issues related to email systems, word processing, and network connectivity.
• Experience with remote desktop support tools, ticketing systems, and knowledge management platforms.
• Strong organizational and multitasking skills, with the ability to manage multiple support requests at once.
• Certifications (Preferred):
• CompTIA A+ or CompTIA IT Fundamentals (ITF+)
• Microsoft Certified: Windows 10 or 11 certifications
• ITIL Foundation or relevant IT service management certifications
• Certified Help Desk Professional (CHDP)

Security Clearance: