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Jobs · Information Technology · Virginia

Computer User Support Specialist - Senior

The One 23 Group · Herndon, VA · 1 wk ago
On-siteInformation TechnologyFull-time

About the Role

As a Senior Computer User Support Specialist, you will be a key leader within the Global Support Center, the nucleus of DeCA’s IT infrastructure support operations. This role is centered on providing expert-level, hands-on technical support through the Walk-Up Service Desk at DeCA Headquarters. You will be the primary face of IT for over 2,000 users, including senior leaders and VIPs, delivering immediate, in-person solutions for a wide range of hardware, software, and network issues. Your responsibilities go beyond standard troubleshooting to include asset management, mobile device provisioning, and the full lifecycle of user computing equipment.

Responsibilities

  • Provide in-person, on-site desktop support to over 2,000 headquarters users, serving as the first point of contact for technical assistance.
  • Address and resolve a wide range of issues for desktops, laptops, multi-function devices, and other IT peripherals.
  • Perform immediate troubleshooting and hands-on "touch labor" for break/fix situations, software installations, and system configurations.
  • Serve as a primary escalation point for the Global Support Center, resolving complex incidents that require advanced troubleshooting and hands-on intervention.
  • Provide critical support to the Agency's Senior Executive Service (SES) and VIP members, delivering rapid, white-glove service for all computing and multimedia needs.
  • Act as a member of the Government Furnished Equipment (GFE) Compliance workforce to perform “touch labor” for CLIN 007 (Cyber Security).

Requirements

Must have knowledge or experience in the following areas:

  • Customer Service/Support
  • Windows/Linux
  • Multi-Function Devices
  • Mobile Device Support
  • Defense Enterprise Provisioning Online (DEPO)
  • Active Directory
  • DHCP
  • DNS
  • Microsoft Office Suite including 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

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

  • High School Diploma / GED + three (3) years of experience in a hands-on IT desktop or customer support role.
  • Associate’s degree (must be IT-aligned) + one (1) year of experience in a hands-on IT desktop or customer support role.
  • Bachelor’s degree (must be IT-aligned) + one (1) year of experience in a hands-on IT desktop or customer support role.

Additional Qualifications:

  • DoD 8140 Foundational Certification (Must possess ONE of the following): Security+, CND, GFACT, or GSEC.
  • Computing Environment Certification: Must obtain at least one relevant CE certification within six months of hire (e.g., Microsoft 365 Certified: Endpoint Administrator Associate).
  • Physical Requirement: Must be able to lift 25 lbs. unassisted.
  • Security Clearance (Required): Secret.

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