End User Services Specialist

Powder River is seeking an End User Services (EUS) Specialist for our Mark Center location in Alexandria, VA. This role provides Tier II support for customer-related IT issues that are escalated by the Tier I Service Desk for all locations. The EUS Specialist provides in-person technical support to customers in response to tickets submitted through the Service Desk or directly in ServiceNow either at their designated workspace or reserved hoteling workspace to troubleshoot, and maintenance of, hardware, software, networking, and other computer-related technologies. The EUS Specialist is expected to:

• Exhibit a high standard of Customer service expertise and professionalism
• Complete assigned tasks in accordance with the IT GEMS SLAs and protocol established by the EUS Team Lead
• Professional communication (written, verbal, and in person) with all customers (internal and external), team members, and vendors at all times
• Deliver a positive customer experience across every interaction
• EUS Specialists should be proactive and seek opportunities to promptly service customers by actively monitoring their ServiceNow ticket queues daily, updating tickets at a minimum every three business days towards timely issue resolution
• As required, follow-up and coordination with other technical teams may be necessary to help drive issues to closure on behalf of customers

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I/Service Desk.
• Provide excellent, in-person and remote services to IT users, repair and maintain hardware, software, networking, and other computer-related technologies.
• Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.
• Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
• Setup and troubleshoot network printers and standalone printers
• Support the set up and DOD Configuration of GFE mobile devices.
• Install hardware and software, to include equipment moves and hardware relocations.
• Provide "how to" assistance on all internally supported devices, applications, and systems.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
• Mentor and train new team members.
• Contribute to IT technical knowledge base, ServiceNow Knowledge Articles, EUS internal WIKI Teams Channel webpage
• Support the Team Lead with escalations, major incident management, and customer communications.
• Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).
• Accountable for managing ticket queue and prioritizing work based on impact and urgency.
• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
• Troubleshooting reported IT hardware equipment and diagnosing abnormalities with customers' equipment.
• Troubleshoot and resolve network equipment such as Conference room and reported printer issues
• Provide support with upgrade of network equipment such as Conference room and reported printer issues
• Escalating issues outside the EUS team's expertise to the appropriate specialist support group
• Installation of requested / approved software on the requesting customer IT equipment.

Non-Negotiable Requirements:

REQUIRED EDUCATION AND EXPERIENCE:

• Minimum 3 years of experience
• Experience providing DoD IT support
• ServiceNow experience

REQUIRED CLEARANCE:

• Active Secret clearance

REQUIRED CERTIFICATIONS:

• Position requires 8570 IAT II certification (e.g. Security )

Technical Environment:

Windows 10 or Windows 11 operating systems; Microsoft 365 Office suite of applications, ServiceNow ticketing system

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.