Junior Computer User Support Specialist

Key Responsibilities

• Respond immediately to users requesting assistance by telephone or email, and record and validate customer's contact information.
• Ensure technical problems are clearly defined with a precise description of the issue; technical terms are spelled out for clarity.
• Provide password resets.
• Perform initial system diagnosis and resolution or reassign to the appropriate Salesforce queue for resolution.
• Track Salesforce tickets to resolution and notify users when resolved.
• Record problem resolution and receive confirmation from customers.
• Support customers with data analysis regarding trends and potential enhancements gathered through standard help desk call operations.
• Provide continuous improvement and enhancements to the customer’s technical support process.
• Create a suitable work environment in your home or another secure area for work purposes.

Required Qualifications

• High School Diploma
• 0 to 4 years of relevant experience
• Detail Oriented
• Ability to accurately follow procedures and instructions
• Experience in Help Desk Operations (Call Tracking, Documentation, and Service Requests)
• Deep familiarity with Internet Explorer settings (Active X Control, Browser Connectivity Settings, Metro and Desktop Browsers, Privacy Settings, Security Zones)
• Proficiency in Microsoft Office (file security settings, read-only settings, troubleshooting Outlook)
• Public Trust clearance

Preferred Qualifications

• ITIL 4 Certification (Desired)
• Bilingual in Spanish is a bonus
• Preference may be extended to qualified Native American Indian candidates in accordance with applicable federal law

Compensation: Pay Range USD $24.50 - USD $24.50 /Hr.

EEO – PCI Federal Services (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans, or Disability status.