NextGen Federal Systems is seeking a knowledgeable and customer-focused Computer User and Support Specialist to provide Tier 1 and Tier 2 technical support to non-IT users. This role is responsible for resolving application and system issues, supporting installs and deployments, managing help desk operations, and tracking and reporting help desk performance metrics.
Key Responsibilities
- Provide Tier 1 and Tier 2 help desk support to non-IT users for applications, hardware, and basic system issues
- Diagnose, troubleshoot, and resolve end-user technical problems in a timely and professional manner
- Assist with software installations, system upgrades, and application deployments
- Manage and coordinate help desk personnel and daily support activities
- Document issues, resolutions, and procedures within the help desk ticketing system
- Track, analyze, and report on help desk call statistics, trends, and performance metrics
- Escalate complex issues to higher-level IT staff as appropriate
- Ensure a high level of customer service and user satisfaction
Required Qualifications
- Minimum of three (3) years of experience in a related Information Technology (IT) role for Mid-level consideration; Minimum of five (5) years of experience for Senior-level consideration
- Hands-on experience providing Tier 1 and Tier 2 help desk support to non-IT users
- Experience supporting applications and end-user computing environments
- Experience assisting with software installs, deployments, and system updates
- Experience managing or coordinating help desk personnel and workflows
- Experience tracking, reporting, and analyzing help desk call statistics
- Active DoD Secret security clearance or higher
Preferred Qualifications
- Strong customer service and communication skills
- Ability to explain technical concepts to non-technical users
- Experience with help desk ticketing systems and documentation practices
- Strong organizational and problem-solving skills
- Ability to manage multiple tasks in a fast-paced support environment
NextGen Federal Systems is an innovative technology and professional services provider specializing in advanced software solutions and comprehensive mission and business support services. We work in close collaboration with our customers to truly understand their business and mission goals. Our approach is to design, build, implement, and manage solutions that measurably improve our client’s organizational performance. We have established and foster a corporate culture where we:
•Treat employees with fairness and respect regardless of their position, sexual identity, race, or tenure.
•Communicate the importance of our mission and our employees’ contributions to it, ensuring they understand how their job role contributes to the greater good.
•Openly promote and communicate our ideas for change and adaptability.
•Strive to achieve results as an organization.
•Hold employees accountable to their commitments and provide incentives that encourage positive and productive behaviors.
•Value the talents and contributions of our employees as the key factor for our success.
•Create an environment where people can engage at all levels.
•Encourage people to take risks and allow them to make mistakes.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
RefID: D01x