Job Description:
• Provide help desk and technical support for users of supported platforms and applications
• Monitor platform and service performance and identify issues requiring attention
• Troubleshoot user and platform problems and resolve issues within the scope of responsibility
• Document incidents, requests, resolutions, and recurring issues
• Escalate complex technical issues to appropriate technical SMEs and development staff
• Assist with user support, access issues, basic configuration, and operational tasks
• Communicate clearly with users and technical team members regarding status and resolution
• Support reliable, responsive day-to-day operation of the technical environment
Requirements:
• U.S. citizenship or Lawful Permanent Resident status with at least three consecutive years of U.S. residency from the date of legal entry as an LPR
• Must be eligible to obtain and maintain IRS staff-like access
• Must successfully complete the required Moderate Risk background investigation and security screening process
• Must successfully complete applicable IRS personnel-security requirements, including fingerprinting and security training
• Demonstrated professional experience supporting U.S. Federal Government programs or federal government customers
• Experience providing help desk, technical support, systems support, or platform monitoring
• Strong troubleshooting and problem-solving skills
• Ability to communicate effectively with technical and non-technical users
• Strong attention to detail and follow-through
• Ability to document issues and work effectively within an established support process
• Experience supporting Microsoft 365, SharePoint, or related enterprise platforms is preferred
Benefits:
• Growth opportunities
• Supportive environment focused on people, innovation, creativity, and customer service