Vista Global Solutions, LLC
Posted Thursday, January 8, 2026 at 6:00 AM
Vista Global Solutions, LLC, (VGS) is a government contracting and consulting firm based in Texas supporting missions throughout the world. VGS is seeking a Computer User Support Specialist to support our ongoing mission in Bethesda, MD.
What You’ll Do
Serve as the
first point of contact
for end users reporting technical issues, providing support via phone, e‑mail, virtual support rooms, and walk‑in services using Government Furnished Equipment (GFE). Deliver
Incident, Problem, and Request Management
support in alignment with the
ITIL service framework
and established best practices. Provide
End User Device (EUD)
support through remote and desk‑side services, meeting
First Call Resolution (FCR) standards of at least 75% . Diagnose, troubleshoot, and resolve technical issues within defined
Service Level Agreements (SLAs) , including timely documentation, status updates, and escalation as required. Accurately document troubleshooting steps and resolutions within the ticketing system (e.g., ServiceNow). Access, manage, and close assigned tickets while maintaining
at least 92% customer satisfaction
across all service requests. Perform computer troubleshooting and setup activities involving detailed, multi‑step procedures. Pull system and server log files and coordinate with
Tier 3 support
for advanced diagnostics. Resolve common customer issues by applying known fixes and established procedures without excessive research. Support
break‑fix activities , software upgrades, and routine maintenance as needed. Perform
computer imaging , software installation, printer setup, and hardware configuration. Collect end‑of‑life hardware and peripherals and prepare items for disposal in accordance with applicable regulations. Effectively
multi‑task 3–5 concurrent support activities
while maintaining accuracy and service quality. Work within a
Cisco Finesse call center environment
to respond to end‑user phone calls. Provide virtual support via
Google Meet , consulting with users to troubleshoot and resolve issues. Maintain the ability to quickly recall and apply established support techniques. Support
shift work and/or on‑call rotations
as required. Current operational hours are
0600–1800 . What You Bring
Required Certifications: CompTIA
Security+ CompTIA
A+
or another Windows environment certification (required at start) Entry‑level experience with: Remote access tools Office automation software suites Operating systems and basic networking concepts Strong PC software and troubleshooting skills. Experience supporting Microsoft Windows operating systems and Microsoft Office products. Ability to communicate effectively—both verbally and in writing—with end users and Help Desk leadership. Experience working in a customer support or Help Desk environment. Understanding of the military community is a plus. What We Offer
VGS offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement.
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Serve as the
first point of contact
for end users reporting technical issues, providing support via phone, e‑mail, virtual support rooms, and walk‑in services using Government Furnished Equipment (GFE). Deliver
Incident, Problem, and Request Management
support in alignment with the
ITIL service framework
and established best practices. Provide
End User Device (EUD)
support through remote and desk‑side services, meeting
First Call Resolution (FCR) standards of at least 75% . Diagnose, troubleshoot, and resolve technical issues within defined
Service Level Agreements (SLAs) , including timely documentation, status updates, and escalation as required. Accurately document troubleshooting steps and resolutions within the ticketing system (e.g., ServiceNow). Access, manage, and close assigned tickets while maintaining
at least 92% customer satisfaction
across all service requests. Perform computer troubleshooting and setup activities involving detailed, multi‑step procedures. Pull system and server log files and coordinate with
Tier 3 support
for advanced diagnostics. Resolve common customer issues by applying known fixes and established procedures without excessive research. Support
break‑fix activities , software upgrades, and routine maintenance as needed. Perform
computer imaging , software installation, printer setup, and hardware configuration. Collect end‑of‑life hardware and peripherals and prepare items for disposal in accordance with applicable regulations. Effectively
multi‑task 3–5 concurrent support activities
while maintaining accuracy and service quality. Work within a
Cisco Finesse call center environment
to respond to end‑user phone calls. Provide virtual support via
Google Meet , consulting with users to troubleshoot and resolve issues. Maintain the ability to quickly recall and apply established support techniques. Support
shift work and/or on‑call rotations
as required. Current operational hours are
0600–1800 . What You Bring
Required Certifications: CompTIA
Security+ CompTIA
A+
or another Windows environment certification (required at start) Entry‑level experience with: Remote access tools Office automation software suites Operating systems and basic networking concepts Strong PC software and troubleshooting skills. Experience supporting Microsoft Windows operating systems and Microsoft Office products. Ability to communicate effectively—both verbally and in writing—with end users and Help Desk leadership. Experience working in a customer support or Help Desk environment. Understanding of the military community is a plus. What We Offer
VGS offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement.
#J-18808-Ljbffr