VIP IT Support Specialist - Hybrid, Onsite Weekly

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

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.