IT Support Specialist

TIAG is hiring a short-term IT Support Specialist to support a customer site at the Uniformed Services University of Health Sciences in Bethesda, MD (onsite). This role is anticipated to last 4 months, and the position offers $50,000 to $55,000 per year. Onsite work requires a Secret clearance.

What you’ll be working on

• 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.
• Use 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 complete software upgrades as needed.
• Write and document highly detailed troubleshooting results in the help desk ticket tracking system.
• Extract computer and server log files and 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.

Customer support and communication

• Provide exceptional customer service by actively listening, demonstrating empathy, and delivering clear, concise solutions.
• Maintain a positive, professional demeanor while supporting users through phone, email, chat, and in-person channels.
• Ensure a high level of customer satisfaction in every interaction.

Execution, documentation, and workload management

• Manage and execute 3 to 5 concurrent computer support activities while following detailed operational processes.
• Keep rigorous, accurate notes for all troubleshooting steps and inventory movements.

Requirements

• 1+ years of related IT experience.
• Early career experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
• Experience working with PC software and troubleshooting.
• Demonstrated ability to communicate effectively, both written and orally, with the customer base and Help Desk management.
• Strong PC software and troubleshooting skills.
• Experience using Windows 10 and Microsoft Office 2010 products.
• Ability to obtain a Secret Clearance.
• Understanding of the military community is an added plus.

Tools you’ll use

• ServiceNow
• YubiKey
• Windows 10
• Microsoft Office 2010

Location: Bethesda, MD (onsite) | Salary: $50,000 to $55,000 per year | Duration: anticipated 4 months