Junior Computer User Support Specialist

Role Overview

• Provide Tier II computer user support, including desktop support and service desk operations for end users in Windows and macOS environments.
• Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues.
• Operate and manage IT ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) to document incidents, track resolutions, and escalate issues in accordance with established procedures.
• Perform user account management in Active Directory, including account provisioning and deprovisioning, group membership changes, basic group policy administration, and access control configuration.
• Apply foundational networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
• Follow cybersecurity best practices related to data handling, endpoint security, access control, and incident reporting.
• Maintain compliance with role-based access control (RBAC) policies and acceptable use standards.
• Provide clear written and verbal communication while delivering professional, customer-focused support in fast-paced or high-pressure environments.
• Support shift-based or on-call operational schedules, as required.
• Assist with supporting remote and hybrid workforce environments while meeting defined service-level agreements (SLAs).
• Follow ITIL-aligned service management practices and contribute to continuous service improvement.

Requirements

• Active Top Secret clearance with SCI eligibility.
• Associate Degree in Information Technology, Computer Science, or a related field with a minimum of 2 years of relevant IT support experience in a Tier II or equivalent support role.
• CompTIA Security+ certification, compliant with DoD 8570 or applicable agency policy.
• Experience providing end-user support in an enterprise IT environment.
• Working knowledge of Microsoft Windows, macOS, Microsoft 365, Active Directory, and common IT support tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently and collaboratively while managing multiple priorities.

Tech Stack

• Cyber Security
• DNS
• MacOS
• ServiceNow
• TCP/IP

Benefits

• Professional development opportunities