User Support Specialist II

The User Support Specialist II provides information technology services support for the Indian Health Service (IHS) and remote locations, serving as the initial point of contact in a team environment to resolve desktop and peripheral user support issues.

• U.S. born or naturalized citizen to meet government/federal requirements.
• Ability to obtain required government security clearance.
• Knowledge of IT help desk user support tools, concepts, and procedures.
• Working knowledge of service desk software and ticketing systems.
• Clear and concise ticket logging skills.
• Ability to read and interpret common information systems documents and translate them into layman terms.
• Excellent problem‑solving, critical thinking, and troubleshooting skills for hardware/software issues.
• Strong verbal and written communication skills with diverse audiences.
• Exceptional customer service skills with professional, timely responses.
• Ability to handle difficult situations with tact and resolve challenges with senior support or software analysis.
• Highly organized, multitasking, and able to work in a fast‑paced environment.
• Ability to work independently and as part of a team to achieve goals.
• Physical capability to lift 25 pounds.

• Serve as the initial point of contact for call center support for agency programs.
• Provide problem‑solving support to computer users via phone and email.
• Resolve less complex issues immediately and elevate more complex issues to senior support.
• Conduct all interactions in a professional manner.
• Troubleshoot user problems with software, hardware, email, directories, Windows desktop applications, specific customer applications, and printers.
• Apply proper troubleshooting techniques, analyze user‑related problems, and recommend solutions.
• Control issue resolution by ensuring a timely response process, including recognition, research, isolation, and follow‑up steps.
• Occasionally perform on‑site installations and provide startup or cutover guidance for significant deployments or data conversion efforts.
• Support applications development testing and assist with documentation.
• Help users understand how to use applications.
• Assist with user training on assigned software applications and work with instructional design concepts to create effective training materials.
• Work as part of a team to develop standardized training for new employees on required skill sets.
• Review customer satisfaction survey results and research tickets as needed.
• Learn new applications and support new areas as required.

Associate's degree in Information Technology or a related field plus three (3) years of relevant experience in an IT help desk, customer‑facing environment, or an equivalent combination of education/training/experience.

Work is primarily performed in an office environment. Regular requirements include sitting, using hands to operate computers and controls, speaking, hearing, standing on ladders or objects, walking, stooping, kneeling, crouching, and occasionally lifting up to 10 pounds and occasionally up to 50 pounds. Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus. Minimal risk of electrical shock.

• Medical, Dental, and Vision insurance
• 401(k) immediate vesting
• Family Planning/Fertility Assistance
• Short‑Term and Long‑Term Disability, Basic Life and AD&D insurance
• Legal‑Aid Program and Employee Assistance Program (EAP)
• Paid Time Off (PTO) – 11 federal holidays
• Training and Development Opportunities