Digital Enterprise Solutions

Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)
Digital Enterprise Solutions, Inc. (DESI) is in need for a junior-level Computer User Support Specialist to join our team of qualified and diverse individuals supporting an enterprise service desk in Patuxent River, MD 20670. This would initially be an hourly non-exempt Part-Time/On-Call (PTOC) position with the potential to transition to full-time based on performance and program needs. A required ~3-4 week on-site training program will be conducted upon start.
PTOC Computer User Support Specialists will be called upon during surge needs or to backfill other full-time specialists who are absent. Candidates must be flexible and available to support any of the following shifts based on coverage needs:
<ul>
<li>Core hour day shifts: 6am-8pm, Monday-Friday</li>
<li>Weekday overnight shifts: Monday-Thursday 8pm-7am</li>
<li>Weekend day shifts: Friday, Saturday, Sunday 6am-7pm</li>
<li>Weekend overnight shifts: Friday, Saturday, Sunday 6pm-7am</li>
</ul>
ROLES/RESPONSIBILITIES:
<ul>
<li>Provide first-level technical support to users via phone, email, and/or ticketing system.</li>
<li>Log and manage service requests using ITSM platforms such as Ivanti or ServiceNow</li>
<li>Answer questions or resolve basic computer problems for clients in person, or via telephone or electronically.</li>
<li>Assist users with troubleshooting issues related to hardware, software, email, printing, and basic network connectivity</li>
<li>Escalate unresolved issues to Tier 2 support/specialized services as appropriate</li>
<li>Maintain documentation of issues and resolutions</li>
</ul>
EDUCATION/EXPERIENCE REQUIREMENTS:
To be considered for this position, you must meet the education and experience listed below:
<ul>
<li>A High School diploma or GED is required.</li>
<li>Less than three (3) years of experience performing work in the abovementioned roles and responsibilities.</li>
</ul>
MINIMUM QUALIFICATIONS:
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
<ul>
<li>Customer service skills, preferably gained within a call center-like environment.</li>
<li>Excellent written and verbal communication skills.</li>
<li>US Citizenship is required due to US government contract requirements.</li>
<li>Ability to obtain and maintain a favorable non-NISP or SECRET clearance (interim required to start).</li>
</ul>
PREFERRED QUALIFICATIONS:
Candidates with experience or knowledge in these desired skills will be given preferential consideration:
<ul>
<li>Experience as a help desk specialist/agent within an enterprise environment.</li>
<li>Experience at NAVAIR National Help Desk.</li>
<li>Experience with Ivanti ITSM.</li>
<li>Experience with ServiceNow.</li>
<li>Active SECRET clearance.</li>
</ul>
COMPENSATION &amp; BENEFITS:
The compensation range is based on industry compensation data and/or position budget and reflects our commitment to transparency and fairness:
<ul>
<li>The hourly compensation range is $15 to $16.75/hour, commensurate with education and experience.</li>
<li>Other compensation may include discretionary bonuses, referral rewards, and spot awards.</li>
<li>Full-time benefits (once transitioned) include comprehensive health insurance (medical, dental, vision), Health Reimbursement Account (HRA), paid time off, paid holidays, life insurance with accidental death and dismemberment, short-term disability insurance, long-term disability, 401(k) with matching,</li>
</ul>
This position is contingent upon customer approval of candidate.
Eligible for our External Referral Program.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, childbirth or related medical conditions, age, military status, disability, ethnic or national origin, or other legally protected status.
For a listing of all DESI open positions, please visit the “Careers” section of our website at <a href="https://www.ilikedesi.com/careers" rel="nofollow noopener" target="_blank">https://www.ilikedesi.com/careers</a>

Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)

Computer User Support Specialist (Junior) – Part-Time/On-Call (PTOC)

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