TSM, an Xator Company, is currently seeking enthusiastic and experienced Information Technology Specialist to support complex and changing staffing requirements associated with support to TSM's Unaccompanied Alien Children (UAC) Youth Care Unit.
With nearly four decades of U.S. Government contract experience, TSM has a proven ability to rapidly address challenging requirements by recruiting, training, and fielding personnel who remain focused on and dedicated to our customers' missions, to include providing support in extremely challenging work environments.
Because of the sensitivity of the UAC population, our staffing approach places significant focus on personnel oversight. Our team is in place to monitor activities and to provide escort services to support UACs, ensuring their stay is as minimally restrictive as possible while in ORR care. To that end, we use UAC Monitors to maintain positive visibility and control of assigned UAC areas during day, mid, and night work shifts. Each shift is led by a Shift Manager, who along with Shift Supervisors and Team Leads manage our Monitors and to ensure 100%, continuous coverage of all monitored areas.
We have an exciting full-time, temporary opportunity for an experienced IT Specialist, working in support of TSM's UAC Youth Care Unit. The UAC IT Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
ESSENTIAL JOB FUNCTIONS:
Field incoming help requests from end users , in person and via both telephone and e-mail, in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Work closely with other members of the IT Department.
SPECIALIZED KNOWLEDGE & SKILLS REQUIREMENTS
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
This position is physically demanding and requires climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, use of hands, grasping, feeling, talking, hearing, and repetitive motions all day. The employee must frequently lift and move items up to 100 pounds.
Must be willing to work overtime if necessary
Must be able to read and interpret handwritten and typewritten print
Must be able to communicate by voice and detect sound by ear
Must be able to pass a criminal background investigation
Typical assignments are frequently performed in both internal and external environments with a variety of weather conditions. Ability to work under extreme hot or cold weather conditions with exposure to dust or dirt and hazards is routine and may require the use of protective personal equipment. Most of the work is performed in outside weather conditions. The worker may be subject to atmospheric conditions, is frequently in close quarters, and is required to function in narrow aisles or passageways.