The EPA IT and Telecommunications Support Program provides comprehensive IT and telecommunications services to the EPA's National Vehicle and Fuel Emissions Laboratory (NVFEL). The program aims to support the laboratory's mission of conducting emissions testing and ensuring compliance with federal emissions and fuel economy standards. The program covers various services, including desktop management, data center management, enterprise connectivity, IT security, business support, and application services. To acquire the advantage, Zolon seeks a Computer User Support Specialist to support this Program.

Duties :

Function as the first line of support for the areas of Internet / Intranet support, Agency architecture support, desktop support, network printers, scanners, voice communications support, incidental cabling support IMC equipment inventory database update support, and conference room set-up support.

Responsible for responding to customer calls, e-mails, and service desk-assigned tickets with requests related to IT hardware, software, and voice telecommunication equipment

Used as the front-end to all National Vehicle and Fuel Emissions Laboratory (NVFEL) facilities requests and network support.

The Contractor shall be responsible for handling Tier I incidents to include, but not limited to the following list :

LNS Hardware troubleshooting - desktop equipment (includes but is not limited to computers, laptops, monitors peripheral local devices, etc.)

Network connectivity from switch port to device - computers, laptops, printers, multi-function devices, telephones, video teleconferencing equipment, etc.

Software troubleshooting shall include but is not limited to, correct installation, ad hoc training, configuration of software on the device, connectivity to the host as applicable, and, client settings about Microsoft 365, Tablets, Cell phones

Reset passwords within 2 hours of notification

Clear account lockouts : Help users synchronize passwords

Recover lost or deleted files from the network

Resolve LNS remote access issues; Set up LNS remote access

Manage facility printers; Resolve issues with all supported software

Use all features of standard Agency Software

Receive and distribute deliverables acquired from the WCF (Working Capital Fund) Services

User account management : Replace or update hardware as needed

Install, troubleshoot, repair, and upgrade all hardware and software, including LNS desktop PCs and laptops used in docking stations, telephones, and printers

Assess current and new commercial off-the-shelf (COTS) software packages

Provide client user training program(s) for new software and / or hardware integrated into the client user's current and / or proposed configuration

Manage, and distribute consumables in support of information processing activities

Evaluating and providing feedback on problematic trends

One-on-one customer assistance and training for standard hardware and software

Teach customers scanning and conversion of documents to other file formats

Walk customers through the use of specialized hardware, such as Audio Visual (AV) equipment, video projectors, and digital cameras

Check out / check in loaner equipment : Laptops, Cameras, Projectors, Software, ETC.

Attempt problem resolution if reasonably possible during the first contact

Resolve all problems within the timeframes designated in the applicable task

Submit significant resolutions to the knowledgebase

Maintain, document, and provide call and customer contact metrics to include, first call resolution, customer satisfaction, call times, and time spent on each problem

Ensure each ticket has at a minimum a description of the issue, the details of the steps taken to correct the problem, and the resolution reached

Track inventory, inspect, clean, and provide any needed maintenance on equipment when returned

Support all standard hardware and software, both currently utilized and future changes or upgrades, provided to government employees, grantees, contractors, volunteers, and interns

Provide planning, analysis, troubleshooting, resolution, and maintenance for computer and employee support

Install, Move, Add, and Change (IMAC) as required for all IT equipment

Provide specialized Workstation Support using various types of source documents with differing degrees of complexity, including, but not limited to the following list :

Administrative functions, such as planning and managing the delivery of services, and coordination with the Government on the receipt of work and the delivery of end products.

Design, set up, and implement special input formats, Transmit and receive data

Document procedures for inputting data, Control the receipt and transmission of data

Data Coding, Data Preparation and distribution, Resource Mapping

Required Experience :

Candidates must have the ability to obtain and maintain National Agency Check and Inquiries (NACI) level clearance.

Experience of 3 Years as service desk / help desk personnel to sufficiently support users

Provide services for Tier I - II IT assistance

Maintain a user information center / Service Desk to address issues such as hardware, software, communications, applications, and program questions

Required Education and Certification(s) :

Bachelor's degree in computer science, Engineering, or Information Technology, or equivalent experience / combined education.

Location : On-site Ann Arbor, MI