End User Support Services Specialist
Job Description
Job Description
Title: End User Support Services Specialist
Location: Alexandria, VA
About iWorks: iWorks Corporation, founded in 2005, is a leading provider of information technology and professional services to the federal government. We are a recognized leader in personnel security and vetting solutions, Agile, DevOps, DevSecOps, data analytics, and cloud solutions. Our continuous process improvement approach, combined with our business and technology expertise, results in innovative solutions.
We offer exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability); 401(k); Health and Wellness Benefits; and Paid Sick Time, Vacation Time, and Holiday Time. You're eligible for bonuses throughout the year as part of our incentive program for innovation, and business development. All employees are also considered for an annual raise, commensurate with performance and company commitment.
About this position:
The End User Service Specialist (EUS) provides Tier II support for customer-related IT issues that are escalated by the Tier I Service Desk across all locations. EUS Specialists are responsible for delivering a high standard of professionalism, completing assigned tasks promptly, and ensuring a positive customer experience with every interaction. The role requires proactive monitoring of ticket queues and prompt resolution of issues, with necessary follow-up and coordination with other technical teams to drive issues to closure on behalf of customers. The EUS practitioner is responsible for installing hardware and software, diagnosing abnormalities with customers' equipment, and 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. Core Competencies and Expertise to perform the job include:
Salary Range: 80-90k - commensurate with candidate's skills, experience, and qualifications.
On a day-to-day basis, you will:
- Install, maintain, troubleshoot, and repair computer hardware and software.
- Resolve operating system issues, application problems, software installations, and service requests.
- Troubleshoot and resolve network connectivity issues.
- Set up, configure, and troubleshoot printers, including network printers, and iOS-based mobile devices.
- Set up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment, including HP Poly Conference technology.
- Use remote support tools to provide in-person and remote assistance to IT users.
- Provide "how-to" guidance and end-user support for all supported devices, applications, and systems.
- Monitor and manage ticket queues in ServiceNow, meeting KPIs and SLA thresholds.
- Prioritize tickets based on impact and urgency, and escalate complex issues to second- and third-level experts as needed.
- Serve as a Tier II escalation point, providing guidance to resolve customer tickets.
- Mentor and train new team members on processes, troubleshooting, and technical solutions.
- Assist the Team Lead with escalations, major incident management, and customer communications.
- Install and relocate hardware and software as needed.
- Deliver excellent customer service, ensuring a positive user experience.
Required Education/Qualifications:
- Security Clearance: MUST be fully adjudicated & maintain a Secret security clearance or higher.
- Education: High school diploma or Associate/Bachelor's degree with relevant hands-on work experience in a related field.
- Experience: 3-5 years of applicable experience
- Certifications: Security+ CE Certified
- Excellent problem-solving skills and attention to detail.
- Effective communication skills and the ability to collaborate with cross-functional teams.
Please Note: We maintain an on-camera policy for all virtual company meetings to foster engagement and collaboration. Reasonable exceptions may be granted with prior approval from Human Resources and/or the applicable manager or client.
FLSA & EMPLOYMENT STATUS: FLSA EXEMPT AND FULL-TIME POSITION
iWorks Corporation is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic.
iWorks is committed to maintaining a safe and productive work environment for all employees and ensuring the security and well-being of our clients. As part of our standard hiring process, we may conduct background checks and drug screenings on potential candidates to assess their suitability for employment.