Location: Alexandria, VA About iWorks: iWorks Corporation, founded in 2005, is a leading provider of information technology and professional services to the federal government. We are a recognized leader in personnel security and vetting solutions, Agile, DevOps, DevSecOps, data analytics, and cloud solutions. Our continuous process improvement approach, combined with our business and technology expertise, results in innovative solutions. We offer exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability); 401(k); Profit Sharing; Health and Wellness Benefits; and Paid Sick Time, Vacation Time, and Holiday Time. You're eligible for bonuses throughout the year as part of our incentive program for innovation, and business development. All employees are also considered for an annual raise, commensurate with performance and company commitment. About this position: The End User Service Specialist (EUS) provides Tier II support for customer-related IT issues that are escalated by the Tier I Service Desk across all locations. EUS Specialists are responsible for delivering a high standard of professionalism, completing assigned tasks promptly, and ensuring a positive customer experience with every interaction. The role requires proactive monitoring of ticket queues and prompt resolution of issues, with necessary follow-up and coordination with other technical teams to drive issues to closure on behalf of customers. The EUS practitioner is responsible for installing hardware and software, diagnosing abnormalities with customers' equipment, and repairing, maintaining, and upgrading hardware and equipment. Technicians are responsible for escalating issues outside the EUS team's expertise to the appropriate specialist support group. Core Competencies and Expertise to perform the job include:

• Hardware and Software Support: Installation, maintenance, troubleshooting, and repair of computer hardware and software.
• Operating Systems: Expertise in resolving OS-related issues.
• Networking: Troubleshooting and resolving network issues.
• Remote Support Software: Proficiency in using remote support tools to troubleshoot and resolve issues.
• Audio and Video Teleconferencing (VTC): Set up, operate, and troubleshoot VTC equipment, HP Poly Conference technology.
• Printer Support: Set up and troubleshoot network printers and mobile devices.
• Mobile Device Support: Set up and troubleshoot IOS-based mobile devices
• ServiceNow: Monitoring and managing ticket queues and meeting KPIs.
• Customer Service: Providing in-person and remote support to IT users, ensuring a positive customer experience.
• Escalation Management: Escalating issues to appropriate specialist support groups and following up on incidents. Salary Range: 80k-90k - commensurate with the candidate's skills, experience, and qualifications. On a day-to-day basis, you will:
• Resolve complex issues escalated from Tier I, requiring detailed systems and applications knowledge.
• Provide excellent in-person and remote support to IT users, repairing and maintaining hardware, software, networking, and other technologies.
• Troubleshoot and resolve Tier II issues upon first contact, including OS issues, application issues, software installations, service requests, and iOS device issues.
• Set up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment, including HP Poly Conference technology.
• Set up and troubleshoot printers, including network printers, and mobile devices.
• Install and relocate hardware and software.
• Provide "how to" assistance on all supported devices, applications, and systems.
• Escalate issues to second- and third-level experts as per service-level agreements and follow up appropriately.
• Mentor and train new team members.
• Support the Team Lead with escalations, major incident management, and customer communications.
• Serve as a Tier II escalation point, providing guidance to resolve customer tickets.
• Monitor the EUS Specialist Scorecard Dashboard in ServiceNow to manage the ticket queue and meet Key Performance Indicators (KPIs).
• Prioritize and manage the ticket queue based on impact and urgency.
• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution. Required Education/Qualifications:
• Clearance: MUST be fully adjudicated & maintain a Secret security clearance or higher.
• Education: High school diploma or Associate/Bachelor's degree with relevant hands-on work experience in a related field.
• Experience: 3-5 years of applicable experience
• Certifications: Security CE Certified
• Excellent problem-solving skills and attention to detail.
• Effective communication skills and the ability to collaborate with cross-functional teams. FLSA & EMPLOYMENT STATUS: FLSA EXEMPT AND FULL-TIME POSITION iWorks Corporation is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic.