Computer Support Specialist

- Deliver advanced deskside (Tier II) support for troubleshooting, repair, deployment, and installation of computing devices, peripherals, software, and IT assets - Address assigned incidents and service requests based on their criticality and set service level agreements (SLAs) - Conduct routine maintenance on devices and software, including proactive updates, patches, diagnostics, and optimizations to reduce downtime - Manage and oversee a loaner pool of mobile devices and peripherals (laptops, smartphones, tablets, projectors, etc.) for temporary employee needs - Prepare obsolete computers, peripherals, and software for excess, ensuring secure data removal from hard drives as per DOE, NIST, and OIM guidelines - Ensure the availability, functionality, and proper tracking of IT assets, adapting to new device types and technologies - Set up IT equipment and provide services for SC meetings to ensure operational readiness, which may include off-site support - Install, operate, and maintain videoconference systems and provide customer training along with documentation for system usage - Provide off-site support for executive staff (approximately once or twice yearly) to ensure access to SC Government Furnished Equipment (GFE) and automated services - Support both existing and emerging technologies, including Apple devices (iPhones, iPads, desktops, laptops) and other current or future product lines - Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting while utilizing secure remote access tools - Maintain proficiency through continual certifications and training to adapt to technological advancements and regulatory adjustments - Adjust to changing technologies, platforms, and organizational priorities to stay aligned with SC requirements - Maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, outcomes, escalations, and follow-ups - Exhibit analytical thinking by performing root cause analysis to efficiently diagnose and resolve technical issues - Document lessons learned in tickets and the knowledge base to expedite earlier resolution by tier 1 support