End User Support Specialist IV Job at S & K Technologies, Inc.
End User Support Specialists are technical specialists whose primary function is to be aware of the general use and application of users on the system to analyze potential issues efficiently and to ensure that workstation and network problems encountered by federal and contractor personnel at PPPO are resolved as promptly and completely as possible. The End User Specialist shall analyze functional IT needs and design/ specify engineer, implement, and maintain the desktop infrastructure and provide desktop service for problem resolution for PPPO federal and contractor support personnel at all three site (Portsmouth, Paducah, and Lexington). The End User Specialist will analyze needs, functional objectives and the IT and communications tools available to the PPPO users and the security requirements associated with each and serve as the customer implementation lead for proficient, effective use of these tools. The End User Support Specialist IV is the most advanced of this class and is expected to have the proficiency to diagnose and solve most any problem in the normal operations of the PPPO IT user base.
System functional analysis, design, acquisition and implementation for all including the most complex issues of PPPO users/ user groups. Specific functionality and capability includes:
- Desktop and local printing set-up
- Office-specific help desk and site support
- Application support
- Entrust Support
- Video Teleconferencing (VTC) support for all sites and other conference solutions such as Teams
- Telework/Remote Access troubleshooting for hardware and software, and
- Additional hardware requirements for new equipment (analysis, engineering, and specification of additional equipment.
The End-User Specialist IV should be able to address all issues in the PPPO IT Network and, in a timely manner, identify issues for which support of the Specialists in other areas, reach-back to corporate assets, and/or consultants should be requested. The End-User Specialist IV should be able to address even the most complex issues in the PPPO IT network. The End-User Specialist IV should be able to perform, in coordination with the Senior System Administrators, significant System Administration tasks to maintain continuity and proficiency of IT Systems operation. Performance of these analytical and design task at a high level is required both for performance at the current level and to demonstrate proficiency required for promotion to higher-level positions. A proven track record of providing great Customer Service is of paramount importance.
End-User Site Implementation Support: Provide on-going support to federal and contractor personnel use of the equipment and capabilities established in #1, above including:
- Provide desk-side assistance to resolve hardware and software problems
- Install new hardware and software at user’s desktop
- Maintain government hardware in good working order
- Maintain upkeep of storage areas
- Document IT equipment inventory changes, including maintenance of four(4) spare computers at all three PPPO sites, one (1) network-capable printer, and one stand-alone printer at all times.
Coordinate work schedules within overall IT Team and other End User Support Specialists to provide customer support services from 7:30 am to 6:00 pm Eastern Time, Monday through Friday, excluding Federal holidays. End User support specialists will coordinate with IT staff to make sure the e-mail and voice mail remain available, monitored and responded to adequately to meet the PPPO Contract service level agreement (SLA) to respond to high-priority tickets within one (1) hour, moderate priority tickets within three(3) hours, and low priority tickets within five (5) hours.
Education
Bachelor’s degree in computer science or IT from an accredited college or university and five years’ experience or ten years’ experience with supporting end users via helpdesk calls and desk-side visits
Experience
Extensive experience and demonstrated capability in providing maintenance and operation of computers and user support through installation of new hardware and software on user’s desktops- Extensive experience and demonstrated capability of shared resources including account creation, MDM device management, remote user support and other user support tasks
- Experience in hardware inventory tracking
License, Cert or Registration
Current drivers’ license- Proof of U.S. citizenship
- This position requires the ability to obtain a government clearance. This position may require reviews and test for absence of any illegal drugs along with a background investigation by the Federal government in order to obtain an access authorization prior to employment, and subsequent reinvestigations may be required.
- A+ Certification preferred
- Microsoft certifications preferred
Special knowledge, skills, & abilities
Extensive experience and demonstrated capability of troubleshooting of computers- Ability to analyze reports of problems reported by end-users and determine solutions needed to resolve them in all PPPO user areas.
- Basic knowledge of networking, Microsoft Server Support and Cisco Interfaces
SKT, Inc. is an AA/EEO/Veteran/Disabled employer.
For a general description of benefits, please visit: https://www.sktcorp.com/career-center/ and scroll down to read our benefit offerings.
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