Job Title IRS Enterprise Field Operations (EFO) Senior Computer User Support Specialist Location IRS Office Of Procurement - Lanham, MD 20706 US (Primary)

Education Bachelor's Degree Job Description **Title:** IRS Enterprise Field Operations (EFO) Senior Computer User Support Specialist

**Location:**

**Clearance: Must be able to pass the IRS Background Screen (** **Must meet federal contractor COVID vaccination requirements.)**

IRS User & Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide. Centuria has been awarded a contract to support the IRS EFO by providing operations and maintenance support to its nationwide end user community. Centuria is looking for qualified candidates that can provide incident management/trouble ticket support, resolve end user IT issues, support distribution of IT assets and refresh laptop/desktop computers.

Deskside technicians shall provide on-site support for incident management by delivering professional resolution of IRS end-user incidents & problems. The technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents. Deskside support is intended to provide physical touch deployments of hardware & software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.

**Responsibilities:**

The following responsibilities apply:

* Receipt of trouble tickets through the KISAM system.

* Execution of problem determination and resolution.

* Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.

* Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.

* Perform peripheral repairs and maintenance.

* Provide informal customer instruction and confirm customer satisfaction.

* Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.

* Relocation of computer equipment

+ Receipt/asset control of systems for deployment.

+ Execution of pre-capture checklist required to assure success of the Altiris

+ Deployment Solution capture activity.

+ Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.

+ Set up replacement workstation at user location.

+ Test and confirm customer satisfaction.

+ Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.

+ Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket

+ Remove and execute asset control procedures to excess the refreshed target system

**Qualifications**

* Minimum of two years providing IT support in an enterprise environment

* Understanding of Windows operating system and settings

* Use and operation of a ticketing system such as Remedy

* Must possess excellent communications and customer support skills

* Candidates will be responsible for supporting regional and local offices with limited number of IT personnel. Hence, candidates must be motivated and self-starters

* Candidate must be able to pass a background check