Computer User Support Specialist - Journeyman (Day Shift, Sun - Thu, 7:00 AM - 3:30 PM)

About the role

The Enterprise Service Desk plays a crucial role in DeCA's IT infrastructure support operations. It provides full-service support for all Government-owned desktop equipment and software, including mobile devices, multimedia, and collaboration services.

Responsibilities

• Provide technical and functional activities (Tier 2).
• Work all tickets and work orders that are assigned based on priority and age of ticket.
• Offer on-site service desk support to more than 11,000 store users.

Requirements

• Knowledge/Experience Must Include:
• Customer Service/Support
• Windows/MacOS/Linux/Unix/Chrome/Android
• Networked Printers/Multi-Function Devices
• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory DHCP DNS
• Microsoft Office Suite incl. SharePoint
• Touch Labor | Break/Fix
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)
• Excellent Oral/Written Communication

Qualifications

• Associate’s degree or HS/GED + 3 yrs. in Windows Computing Environment
• Baseline Certification (required): DoD 8570.1 IAT II or higher
• Computing Environment Certification in at least 1 area (required within 6-months of start date): Microsoft: Windows 10/11
• Maintaining Modern Desktops M365 Fundamentals Training (not certification required)
• Must complete an ITIL Course (ITIL v4 recommended and will be provided on site)

Benefits

N/A

Pay

N/A

Schedule

N/A