We are seeking a customer-focused and technically skilled
End User Services (EUS) Specialist to join our team supporting the
IT GEMS program at Fort Knox. This position plays a critical role in delivering Tier II technical support and ensuring timely issue resolution for escalated IT service requests across all locations.
As an EUS Specialist, you will provide both remote and in-person support, demonstrating a high level of professionalism, communication, and technical expertise. You'll work closely with customers, vendors, and internal IT teams to resolve complex issues, drive performance, and contribute to a positive end-user experience.
Key Responsibilities: - Provide Tier II technical support for escalated issues from the Tier I Service Desk.
- Deliver in-person and remote support for hardware, software, networking, mobile devices, and related IT systems.
- Troubleshoot and resolve issues involving:
- Operating systems
- Business applications
- Software installations
- Printers (network and standalone)
- Audio/visual and video teleconferencing (VTC) equipment
- Set up and configure GFE mobile devices in compliance with DoD standards.
- Install and relocate IT hardware and software, including support for equipment moves.
- Deliver "how-to" assistance and technical guidance to users on all supported systems.
- Monitor and manage ticket queues in ServiceNow; update tickets at least every three business days.
- Ensure ticket resolution aligns with SLA and KPI targets.
- Collaborate with internal technical teams and escalate complex issues when needed.
- Support major incident response, customer communications, and escalation management under the guidance of the EUS Team Lead.
- Contribute to the creation and maintenance of knowledge articles, wikis, and team documentation.
- Provide mentorship and training to new team members.
Requirements: - Clearance: Active DoD Secret Clearance
- Certification: CompTIA Security+ (or ability to obtain within required timeframe)
- Experience: 3-5 years of hands-on IT support experience, ideally in a government or enterprise environment
- Proficiency in diagnosing and resolving hardware, software, and network issues
- Experience using ticketing systems (preferably ServiceNow) and maintaining documentation
- Familiarity with DoD IT environments and security standards is a plus
- Strong interpersonal, customer service, and communication skills