Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)

Disk Enterprise Solutions, Inc.; Naval Air Station Patuxent River (MD); On-site; USD 21,000 - 23,000; Part time

Benefits offered by this job

Health insurance

Paid time off

Paid holidays

401(k) with matching

Life insurance

Job summary

Digital Enterprise Solutions, Inc. is seeking a Junior Computer User Support Specialist to join our enterprise service desk in Patuxent River, MD. This Part-Time/On-Call (PTOC) position includes an on-site training period with potential transition to full-time based on performance.

The PTOC role will provide first-level support via phone, email, and ticketing, log requests in Ivanti or ServiceNow, and escalate issues as needed. A required 3–4 week on-site training will be conducted at start.

Qualifications

• Customer service experience, preferably in a call center setting.
• Excellent written and verbal communication skills.
• US Citizenship is required due to US government contract requirements.
• Ability to obtain and maintain a favorable clearance (interim required to start).

Responsibilities

• Provide first-level technical support to users via phone, email, and/or ticketing system.
• Log and manage service requests using ITSM platforms such as Ivanti or ServiceNow
• Answer questions or resolve basic computer problems for clients in person, or via telephone or electronically.
• Assist users with troubleshooting issues related to hardware, software, email, printing, and basic network connectivity

Skills

Customer service

Written and verbal communication

US Citizenship

Clearance eligibility

Education

High School diploma or GED

Tools

Ivanti ITSM

ServiceNow

Job description

Position:Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)

Location: Patuxent River, MD

Job Id:577

# of Openings:2

Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)

Digital Enterprise Solutions, Inc. (DESI) is in need for a junior-level Computer User Support Specialist to join our team of qualified and diverse individuals supporting an enterprise service desk in Patuxent River, MD 20670. This would initially be an hourly non-exempt Part-Time/On-Call (PTOC) position with the potential to transition to full-time based on performance and program needs. A required~3-4 week on-site training program will be conducted upon start.

PTOC Computer User Support Specialists will be called upon during surge needs or to backfill other full-time specialists who are absent. Candidates must be flexible and available to support any of the following shifts based on coverage needs:

• Core hour day shifts: 6am-8pm, Monday-Friday
• Weekday overnight shifts: Monday-Thursday 8pm-7am

ROLES/RESPONSIBILITIES

• Provide first-level technical support to users via phone, email, and/or ticketing system.
• Log and manage service requests using ITSM platforms such as Ivanti or ServiceNow
• Answer questions or resolve basic computer problems for clients in person, or via telephone or electronically.

Assist users with troubleshooting issues related to hardware, software, email, printing, and basic network connectivity

Escalate unresolved issues to Tier 2 support/specialized services as appropriate

Maintain documentation of issues and resolutions

EDUCATION/EXPERIENCE REQUIREMENTS

To be considered for this position, you must meet the education and experience listed below:

• A High School diploma or GED is required.
• Less than three (3) years of experience performing work in the abovementioned roles and responsibilities.

MINIMUM QUALIFICATIONS

To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• Customer service skills, preferably gained within a call center-like environment.
• Excellent written and verbal communication skills.
• US Citizenship is required due to US government contract requirements.
• Ability to obtain and maintain a favorable non-NISP or SECRET clearance (interim required to start).

PREFERRED QUALIFICATIONS

Candidates with experience or knowledge in these desired skills will be given preferential consideration:

• Experience as a help desk specialist/agent within an enterprise environment.
• Experience at NAVAIR National Help Desk.
• Experience with Ivanti ITSM.
• Experience with ServiceNow.

COMPENSATION & BENEFITS

The compensation range is based on industry compensation data and/or position budget and reflects our commitment to transparency and fairness:

• The hourly compensation range is $15 to $16.75/hour, commensurate with education and experience.
• Other compensation may include discretionary bonuses, referral rewards, and spot awards.
• Full-time benefits (once transitioned) include comprehensive health insurance (medical, dental, vision), Health Reimbursement Account (HRA), paid time off, paid holidays, life insurance with accidental death and dismemberment, short-term disability insurance, long-term disability, 401(k) with matching,

This position is contingent upon customer approval of candidate.

Eligible for our External Referral Program.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, childbirth or related medical conditions, age, military status, disability, ethnic or national origin, or other legally protected status.

For a listing of all DESI open positions, please visit the “Careers” section of our website at https://www.ilikedesi.com/careers

Applicants have rights under Federal Employment Laws:

Click here to view a consolidated Department of Labor notice for Federal contractor applicants (includes EEO, FMLA, Pay Transparency, and Polygraph Protection Act)

Digital Enterprise Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Digital Enterprise Solutions, Inc. is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please [e-mail] or call: 240-237-8383. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The law requires Digital Enterprise Solutions, Inc. to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link:Know Your Rights: Workplace Discrimination is Illegal .

Pay Transparency Nondiscrimination Provision. Per 41 CFR 60-1.35(c), Digital Enterprise Solutions, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

As a Federal Contractor, Digital Enterprise Solutions, Inc. is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information, please click on the following link:E-Verify .