Computer User Support Specialist

Job ID: 112970
Location: Miami Lakes, Florida  [Hybrid]
Category: Other
Employment Type: Contract
Date Added: 07/01/2026
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Role Summary
A Computer User Support Specialist provides technical assistance and support to end users within an organization, ensuring efficient operation of computer hardware, software, and network systems. This role involves resolving technical issues, documenting incidents, and delivering exceptional customer service in a fast-paced environment. The position requires on-site presence at the regional office in Miami, FL, with responsibilities that include both remote support and onsite troubleshooting.

Responsibilities

  • Deliver responsive and reliable IT support to all users, including VIPs, ensuring consistent service quality.
  • Respond promptly to customer requests, diagnose, and resolve hardware, software, network, and telecommunications issues.
  • Document, track, and monitor incidents using the ITSM system (ServiceNow ITSM) to ensure timely resolution.
  • Escalate complex technical problems to Tier 3 support for effective resolution.
  • Provide onsite support at the HHS OIG Regional Office once per week and as needed for additional onsite dispatches.
  • Assist users with operating system issues, printing, email, word processing, and other software applications.
  • Meet and maintain all Service Level Agreements (SLAs), including speed to answer, first contact resolution, and ticket aging limits.
  • Interact directly with end users to diagnose problems through discussion and analysis.
  • Offer “smart hands” support to Tier 3 personnel when onsite, supporting hardware or network setup and repairs.
  • Maintain accurate records of support incidents and follow up to ensure issues are resolved efficiently.

Qualifications

  • Minimum of 2 years of experience in a help desk or IT support environment.
  • Bachelor's degree or higher; high school diploma with 4+ years of relevant experience.
  • Proven experience working with ITSM tools, preferably ServiceNow, in tracking and resolving incidents.
  • This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
  • Strong troubleshooting and problem-solving skills; ability to diagnose and resolve technical issues efficiently.
  • Excellent communication skills and customer service orientation.
  • Ability to work onsite at the Miami, FL regional office in a professional environment. (Must reside within a 55-mile radius of the Miami, FL regional office).

Publishing Pay Range: $25.00 – $30.00 USD Hourly

This position is based in office and requires employee to work on-site.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee’s life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!  For more detailed information on benefits, please go to GDH’s website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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