Computer User Support Specialist – Junior (Night Shift, Tue - Sat, 11:00PM-7:30AM)

About the role

The Global Support Center serves as the nucleus of DeCA’s IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and the Ticket application service management suite. This role provides full-service support for all Government-owned desktop equipment and desktop software in DeCA’s environment, including mobile device, multi-media, and collaboration service support.

Responsibilities

• Provide Service Desk support (Tier 1).
• Answer all calls routed or transferred to their respective calling queue.
• Create and manage support tickets.
• Perform basic remote troubleshooting.
• Perform touch labor / break/fix tasks.

Requirements

Primary knowledge must include:

• Customer Service/Support
• Windows/MacOS/Linux/Unix/Chrome/Android
• Networked Printers/Multi-Function Devices
• Microsoft Office Suite including SharePoint
• Excellent Oral/Written Communication

Secondary knowledge must include:

• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory
• DHCP
• DNS
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Qualifications

Education & Experience (Must meet ONE of the following):

• High School Diploma / GED + one (1) year of experience in an IT or Cybersecurity role.
• Associate’s degree (must be aligned: Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering).

DoD 8140 Foundational Certification (Must possess ONE of the following):

• A+
• CND
• GFACT
• GSEC
• Network+
• Security+

Computing Environment Certification provided onsite.

Security Clearance: Minimum Public Trust.