Computer User Support Specialist

GDH; California; Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Hybrid schedule

Onsite weekly in San Francisco

Security clearance eligibility

Job summary

HHS OIG is seeking a Computer User Support Specialist to deliver responsive technical support to government users, including VIPs. The role diagnoses hardware, software, networks, and OS issues, documents incidents in ServiceNow ITSM, and respects SLAs.

It includes onsite weekly support in San Francisco, CA, with a hybrid work arrangement and escalation to Tier 3 as needed. The position requires at least one year in a help desk environment, familiarity with ITSM tooling, and eligibility for U.S.

Qualifications

• One year of help desk experience with ITSM tools (prefer ServiceNow).
• Strong customer service and communication skills.
• Ability to document, track, and monitor incidents in an ITSM system.

Responsibilities

• Provide responsive, reliable, and consistent technical support to all users, including VIPs.
• Address time-sensitive customer needs and provide prompt referrals or escalations to appropriate IT support services.
• Meet service-level agreements related to speed to answer, first-contact resolution, ticket aging, and other performance measures.
• Resolve technical problems involving computer hardware, software, networks, telecommunications systems, printing, installation, word processing, email, and operating systems.
• Diagnose, identify, isolate, and analyze technical issues using user discussions and historical database records.
• Respond to telephone calls, emails, and personnel requests for technical assistance.
• Document, track, and monitor incidents in ServiceNow ITSM to support timely resolution.
• Collaborate with Tier 3 support personnel to facilitate effective escalations and prompt issue resolution.
• Provide onsite user support at Regional Office once per week and complete additional onsite dispatches as needed.
• Provide smart-hands support to Tier 3 personnel during onsite activities.

Skills

Customer service

Communication

Diagnostic skills

Problem solving

Time management

Collaboration

Education

Relevant education or certifications

Tools

ServiceNow ITSM

Job description

Role Summary

The Computer User Support Specialist provides responsive technical assistance to HHS OIG users, including VIPs, through telephone, email, electronic, and onsite support. This role diagnoses and resolves hardware, software, network, telecommunications, and operating system issues while maintaining a high standard of service delivery. The specialist documents and tracks incidents in ServiceNow ITSM, meets established service-level agreements, and escalates complex issues to appropriate support teams. The position follows a hybrid schedule, including onsite support in San Francisco, California, once per week and as needed.

Role Summary

The Computer User Support Specialist provides responsive technical assistance to HHS OIG users, including VIPs, through telephone, email, electronic, and onsite support. This role diagnoses and resolves hardware, software, network, telecommunications, and operating system issues while maintaining a high standard of service delivery. The specialist documents and tracks incidents in ServiceNow ITSM, meets established service-level agreements, and escalates complex issues to appropriate support teams. The position follows a hybrid schedule, including onsite support in San Francisco, California, once per week and as needed.

Responsibilities

• Provide responsive, reliable, and consistent technical support to all users, including VIPs.
• Address time-sensitive customer needs and provide prompt referrals or escalations to appropriate IT support services.
• Meet service-level agreements related to speed to answer, first-contact resolution, ticket aging, and other performance measures.
• Resolve technical problems involving computer hardware, software, networks, telecommunications systems, printing, installation, word processing, email, and operating systems.
• Diagnose, identify, isolate, and analyze technical issues using user discussions and historical database records.
• Respond to telephone calls, emails, and personnel requests for technical assistance.
• Document, track, and monitor incidents in ServiceNow ITSM to support timely resolution.
• Collaborate with Tier 3 support personnel to facilitate effective escalations and prompt issue resolution.
• Provide onsite user support at Regional Office once per week and complete additional onsite dispatches as needed.
• Provide smart-hands support to Tier 3 personnel during onsite activities.

Qualifications

• At least one year of experience working in a help desk environment using IT service management tools, preferably ServiceNow.
• Relevant education, training, certifications, or equivalent practical experience.
• Experience troubleshooting computer hardware, software, network, telecommunications, and operating system issues.
• Strong customer service, communication, diagnostic, and problem-solving skills.
• Ability to document, track, and monitor incidents in an ITSM system.
• Ability to meet service-level agreements and manage time-sensitive support requests.
• Ability to collaborate effectively with Tier 3 technical teams and expand issues appropriately.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
• Ability to work onsite one day per week and as needed for additional support.

Publishing Pay Range: $20.00 – $24.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.