Systems Support Specialist 1 (User Support)

The Systems Support Specialist I – User Support provides daily, hands-on IT support to Criminal Investigation (CI) personnel at IRS Headquarters, including onsite support to Headquarters executives and the Chief of CI. This is a full-time, onsite position working Monday–Friday, 9:00 AM–5:00 PM ET, excluding Federal holidays.

You will troubleshoot and resolve end-user IT issues, work support tickets within Service Level Agreements, and help deploy and refresh laptops, mobile devices, and other end-user technologies. You will also strengthen the customer support experience by developing knowledge articles and self-help materials and by supporting modern technologies such as AI-enabled support tools and chatbots.

You will:

• Provide daily hands-on IT support at IRS Headquarters, rapidly troubleshooting and resolving general IT issues for CI personnel.

• Provide onsite support to HQ executives and the Chief of CI, following established SOPs and Government tiered-escalation procedures.

• Resolve user-generated support tickets within SLAs and troubleshoot unplanned incidents/outages involving existing and newly introduced technologies.

• Provide Help Desk support as needed, including answering incoming requests, opening tickets, providing tiered technical assistance, and escalating issues.

• Support Mobility and other User Support programs/projects, including deployment and refresh of laptops, mobile devices, routers, switches, software, and hardware.

• Support hardware/software deployments while minimizing downtime for CI personnel, and provide onsite installation and technical assistance for customer requirements.

• Review/update existing knowledge articles, identify gaps in self-help information, and develop technical-support documentation, user communications, and self-help materials.

• Support Installation Guides, Administrator Guides, Service Desk Guides, change/configuration documentation, and organizational-readiness materials, keeping technical guidance accurate, current, and accessible to IT Specialists.

• Support implementation and maintenance of modernized customer-support capabilities such as chatbots, AI, or other technologies.

• Provide technical input on products, tools, and technologies, including test scenarios, lessons learned, checklists, migration strategies, and architecture information.

You might be the professional we’re looking for if you have:

• Authorization to permanently work in the United States without sponsorship.

• Experience providing enterprise desktop, Help Desk, field support, or end-user IT support.

• Hands-on experience troubleshooting Windows-based desktops/laptops, mobile devices, software, peripherals, connectivity, and related end-user technologies.

• Experience working with IT ticketing systems and resolving incidents within established SLAs.

• Experience installing, configuring, deploying, refreshing, and troubleshooting hardware and software.

• Ability to follow SOPs, escalation procedures, security requirements, and configuration/change-management processes in a secure, highly regulated Federal IT environment.

• Experience developing or maintaining technical documentation, knowledge articles, user guides, or self-help materials.

• Strong customer-service and interpersonal skills, particularly when supporting senior leaders/executives, and the ability to communicate technical information clearly to technical and nontechnical users.

• CompTIA A+, Security+, Network+, ITIL Foundation, and/or Microsoft endpoint/desktop certifications are preferred.

• Must undergo a High-Risk Background Investigation and drug screening.