Systems Support Specialist 1 (User Support)

About the job

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Systems Support Specialist I – User Support to support the Internal Revenue Service’s (IRS) Criminal Investigations (CI) Client Management Support Services (CMSS) & U.S. Windows Client OS Support and Onsite Services contract at the IRS Headquarters in Washington, DC.

I’ve never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Systems Support Specialist I – User Support at Terrestris do?

The Systems Support Specialist I – User Support provides daily, hands-on IT support to Criminal Investigation (CI) personnel at IRS Headquarters, including onsite support to Headquarters executives and the Chief of CI. This is a full-time, onsite position working Monday–Friday, 9:00 AM–5:00 PM ET, excluding Federal holidays.

You will troubleshoot and resolve end-user IT issues, work support tickets within Service Level Agreements, and help deploy and refresh laptops, mobile devices, and other end-user technologies. You will also strengthen the customer support experience by developing knowledge articles and self-help materials and by supporting modern technologies such as AI-enabled support tools and chatbots.

What does a typical day look like for a Systems Support Specialist I – User Support?

You will:

• Provide daily hands-on IT support at IRS Headquarters, rapidly troubleshooting and resolving general IT issues for CI personnel.

• Provide onsite support to HQ executives and the Chief of CI, following established SOPs and Government tiered-escalation procedures.

• Resolve user-generated support tickets within SLAs and troubleshoot unplanned incidents/outages involving existing and newly introduced technologies.

• Provide Help Desk support as needed, including answering incoming requests, opening tickets, providing tiered technical assistance, and escalating issues.

• Support Mobility and other User Support programs/projects, including deployment and refresh of laptops, mobile devices, routers, switches, software, and hardware.

• Support hardware/software deployments while minimizing downtime for CI personnel, and provide onsite installation and technical assistance for customer requirements.

• Review/update existing knowledge articles, identify gaps in self-help information, and develop technical-support documentation, user communications, and self-help materials.

• Support Installation Guides, Administrator Guides, Service Desk Guides, change/configuration documentation, and organizational-readiness materials, keeping technical guidance accurate, current, and accessible to IT Specialists.

• Support implementation and maintenance of modernized customer-support capabilities such as chatbots, AI, or other technologies.

• Provide technical input on products, tools, and technologies, including test scenarios, lessons learned, checklists, migration strategies, and architecture information.

What qualifications do you look for?

You might be the professional we’re looking for if you have:

• Authorization to permanently work in the United States without sponsorship.

• Experience providing enterprise desktop, Help Desk, field support, or end-user IT support.

• Hands-on experience troubleshooting Windows-based desktops/laptops, mobile devices, software, peripherals, connectivity, and related end-user technologies.

• Experience working with IT ticketing systems and resolving incidents within established SLAs.

• Experience installing, configuring, deploying, refreshing, and troubleshooting hardware and software.

• Ability to follow SOPs, escalation procedures, security requirements, and configuration/change-management processes in a secure, highly regulated Federal IT environment.

• Experience developing or maintaining technical documentation, knowledge articles, user guides, or self-help materials.

• Strong customer-service and interpersonal skills, particularly when supporting senior leaders/executives, and the ability to communicate technical information clearly to technical and nontechnical users.

• CompTIA A+, Security+, Network+, ITIL Foundation, and/or Microsoft endpoint/desktop certifications are preferred.

• Must undergo a High-Risk Background Investigation and drug screening.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.