IT Support Specialist

The Informatics Applications Group; Bethesda, Northern (MD, KY); Hybrid; USD 50,000 - 55,000; Full time

Job summary

The Informatics Applications Group is seeking an IT Support Specialist in Bethesda, MD to support a government site. A Secret Clearance is required to work onsite, and the assignment is anticipated to last four months.

Responsibilities include handling hardware, inventory, YubiKey deliveries, and ticket-based IT support using ServiceNow, with a focus on customer service and meticulous documentation.

Qualifications

• 1+ year of related IT experience.
• Experience with PC software and troubleshooting.
• Ability to obtain a Secret Clearance.

Responsibilities

• Receive and process incoming hardware shipments.
• Maintain 100% inventory accuracy in the Government system.
• Coordinate delivery of YubiKey devices to end-users.
• Utilize ServiceNow to manage, document, and close tickets.
• Perform computer troubleshooting and setup according to procedures.
• Execute break-fix and software upgrades as needed.
• Document detailed troubleshooting results in the ticket system.
• Escalate to Tier 3 when required and extract log files.
• Provide excellent customer service with clear, concise solutions.
• Maintain notes for troubleshooting steps and inventory movements.
• Manage 3–5 concurrent support activities.

Skills

Customer service

Effective communication

Troubleshooting

Remote access software

Networking basics

Windows 10 proficiency

Tools

ServiceNow

YubiKey handling

Job description

# IT Support SpecialistBethesda, MD 20814## OverviewSalary Range$50,000.00 - $55,000.00 Salary/yearPosition TypeFull TimeTravel PercentageNone## DescriptionTIAG is now hiring a short term**IT Support Specialist** to support our customer at the Uniformed Services University of Health Sciences in Bethesda, MD. A secret clearance is required to perform the work onsite in Bethesda. This is anticipated to be a 4 month duration.Responsibilities will include:* Receive and process incoming hardware shipments.* Maintain 100% inventory accuracy within the Government-furnished system of record.* Coordinate and ensure the successful, timely delivery of YubiKey devices to end-users.* Utilize an IT ticketing system (such as ServiceNow) to manage, document, and close assigned support tickets.* Perform computer troubleshooting and setup using multiple detailed processes and procedures.* Execute computer break-fix processes and software upgrades as needed.* Write and document highly detailed troubleshooting results within the help desk ticket tracking system.* Extract computer and server log files and properly escalate them to Tier 3 support for further diagnosis when required.* Recall established computer support techniques from memory to resolve issues in a timely manner.* Provide exceptional customer service by actively listening to user issues, demonstrating empathy, and delivering clear, concise solutions.* Maintain a positive, professional demeanor while interacting with users across various channels, including phone, email, chat, and in-person support.* Ensure a high level of customer satisfaction in every interaction.* Successfully manage and execute 3 to 5 concurrent computer support activities while adhering to detailed operational processes.* Maintain rigorous and accurate notes for all troubleshooting steps and inventory movements.## Qualifications* Early career experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.* 1+ years of related IT experience* Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.* Experience working with PC software and troubleshooting* An understanding of the military community is an added plus* Ability to obtain a Secret Clearance* Strong PC software and troubleshooting skills* Experience using Windows 10 and Microsoft Office 2010 Products