Computer Specialist III

The Computer Specialist III position provides contract assistance to government and contractor employees at the Department of Energy (DOE) Savannah River Site (SRS) in Aiken, SC. Responsibilities include promoting self-service tools and maintaining IT relationships to improve end-user satisfaction and productivity, interfacing with M & O contractors on IT-related matters, conducting end-user satisfaction surveys, and developing strategies for leveraging social networking. Additionally, the role involves handling and escalating trouble tickets, leading other specialists, assisting the Team Lead, mentoring peers, and participating in continual process improvement and training activities.

• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Build and maintain relationships with all IT units to ensure that IT delivered services and end-user productivity goals are understood and exceeded.
• Interface with M & O contractors on IT related matters. (i.e., desktop services).
• Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
• Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users.
• Responds to user trouble tickets based on established service level agreements.
• Senior level specialists may be used to direct the activities of other specialists and handle escalated trouble tickets.
• Performs other duties as assigned by Program Manager.
• Provide review comments on Department and local level policy.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Lunch and learns, webinars, training for current and new applications.

Knowledge, Skills and Abilities:

• Must possess an excellent command of the English language and good communication skills, including the ability to comprehend and convey detailed technical data. 
• Ability to accurately prepare written reports and correspondence that are coherent, grammatically correct, effective, and professional.
• Ability to demonstrate ethics, responsibility, confidentiality, professionalism, punctuality, consistent dependability, and organizational skills
• Must be able to successfully perform advanced mathematical functions as required.
• Must have knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Must be able to observe operations or review technical data and ascertain compliance with procedures and technical specifications.
• Must possess problem solving skills and the capability to prioritize daily work schedule in keeping with productivity standards.
• Possess strong collaboration skills and be able to meet deadlines.
• Ability to manage multiple simultaneous projects and manage time efficiently.
• Ability to work professionally with individuals and diverse groups.
• Ability to perform each duty assigned thoroughly and independently
• Ability  to present material orally and in writing sufficient to present issues and/or to effectively communicate and provide advice and assistance to peers, customers and management level personnel.

Clearance:

• Must possess (or be able to obtain) a “Q” level security clearance

Education:

• High School Diploma or GED
• Bachelors Degree (preferred)

Experience:

• 7 year of IT support in lieu of education

Certification:

• CompTIA A+ certification (preferred)

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental

• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.