Computer User Support Specialist

Job ID: 113884
Location: California, CA  [Hybrid]
Category: App/Dev
Employment Type: Contract
Date Added: 10/27/2026
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Role Summary

The Computer User Support Specialist provides responsive technical assistance to HHS OIG users, including VIPs, through telephone, email, electronic, and onsite support. This role diagnoses and resolves hardware, software, network, telecommunications, and operating system issues while maintaining a high standard of service delivery. The specialist documents and tracks incidents in ServiceNow ITSM, meets established service-level agreements, and escalates complex issues to appropriate support teams. The position follows a hybrid schedule, including onsite support in San Francisco, California, once per week and as needed.

Responsibilities

  • Provide responsive, reliable, and consistent technical support to all users, including VIPs.
  • Address time-sensitive customer needs and provide prompt referrals or escalations to appropriate IT support services.
  • Meet service-level agreements related to speed to answer, first-contact resolution, ticket aging, and other performance measures.
  • Resolve technical problems involving computer hardware, software, networks, telecommunications systems, printing, installation, word processing, email, and operating systems.
  • Diagnose, identify, isolate, and analyze technical issues using user discussions and historical database records.
  • Respond to telephone calls, emails, and personnel requests for technical assistance.
  • Document, track, and monitor incidents in ServiceNow ITSM to support timely resolution.
  • Collaborate with Tier 3 support personnel to facilitate effective escalations and prompt issue resolution.
  • Provide onsite user support at Regional Office once per week and complete additional onsite dispatches as needed.
  • Provide smart-hands support to Tier 3 personnel during onsite activities.

Qualifications

  • At least one year of experience working in a help desk environment using IT service management tools, preferably ServiceNow.
  • Relevant education, training, certifications, or equivalent practical experience.
  • Experience troubleshooting computer hardware, software, network, telecommunications, and operating system issues.
  • Strong customer service, communication, diagnostic, and problem-solving skills.
  • Ability to document, track, and monitor incidents in an ITSM system.
  • Ability to meet service-level agreements and manage time-sensitive support requests.
  • Ability to collaborate effectively with Tier 3 technical teams and escalate issues appropriately.
  • This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
  • Ability to work onsite one day per week and as needed for additional support.

Publishing Pay Range: $20.00 – $24.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.

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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