Job description

IRS User & Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide. Centuria has been awarded a contract to support the IRS EFO by providing operations and maintenance support to its nationwide end user community. Centuria is looking for qualified candidates that can provide incident management/trouble ticket support, resolve end user IT issues, support distribution of IT assets and refresh laptop/desktop computers.

Deskside technicians shall provide on-site support for incident management by delivering professional resolution of IRS end-user incidents & problems. The technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents. Deskside support is intended to provide “physical touch” deployments of hardware & software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.

Responsibilities:

• Receipt of trouble tickets through the KISAM system.
• Execution of problem determination and resolution.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Perform peripheral repairs and maintenance.
• Provide informal customer instruction and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Relocation of computer equipmentReceipt/asset control of systems for deployment.

Execution of pre-capture checklist required to assure success of the Altiris
Deployment Solution capture activity.
Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
Set up replacement workstation at user location.
Test and confirm customer satisfaction.
Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
Remove and execute asset control procedures to excess the refreshed target system
Imaging computers
Transferring customer data from machine to machine
Understanding Active Directory
Encrypting hard drives
Ability to multitasking, and work on several projects at a time.

Qualifications:

• Minimum of two years providing IT support in an enterprise environment
• Understanding of Windows operating system and settings
• Use and operation of a ticketing system such as Remedy
• Must possess excellent communications and customer support skills
• Candidates will be responsible for supporting regional and local offices with limited number of IT personnel. Hence, candidates must be motivated and self-starters

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Oakland, CA 94612: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)

Work Location: One location

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