Journeyman Computer User Support Specialist

About the Role

The Journeyman Computer User Support Specialist is a skilled, hands-on technical professional responsible for providing comprehensive Tier 1 and Tier 2 technical support to end-users. They serve as a primary point of contact for troubleshooting and resolving hardware, software, and network connectivity issues. This role is crucial for maintaining user productivity and satisfaction across the organization.

Responsibilities

• Serve as a primary point of contact for receiving, logging, and tracking all user-reported technical issues via phone, email, or ticketing system.
• Diagnose and resolve a wide range of Tier 1 and Tier 2 technical issues, including hardware faults (desktops, laptops, peripherals), software errors (operating systems, business applications), and network connectivity problems.
• Utilize remote support tools to effectively troubleshoot and resolve user issues in a timely manner.
• Install, configure, and deploy new computer systems using standard system images.
• Install and configure approved software applications and ensure proper functionality.
• Set up and configure peripheral devices, such as printers, monitors, and docking stations.
• Assist users with common tasks, including password resets, email configuration (e.g., Outlook), printer setup, and accessing network drives.
• Perform basic user account management in Active Directory, such as unlocking accounts and resetting passwords.
• Provide guidance and basic training to users on the use of standard hardware and software.
• Escalate complex incidents that require administrator-level access or specialized knowledge to the appropriate Tier 3 teams (e.g., Network Operations, Server Administration, Cybersecurity).
• Contribute to the IT knowledge base by creating and updating technical documentation, user guides, and troubleshooting procedures.
• Document all troubleshooting steps and resolutions clearly and accurately in the IT Service Management (ITSM) ticketing system.

Requirements

• A minimum of three (3) to five (5) years of hands-on experience in an IT help desk or desktop support role.
• Demonstrated experience troubleshooting a wide range of hardware and software issues in a professional environment.
• Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.
• Must be able to obtain and maintain DoW Security Clearance.

Qualifications

• CompTIA A+, CompTIA Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate (desired).

Skills

• Proficiency with Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
• Strong hardware troubleshooting skills for PCs, laptops, and common peripherals.
• Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory for user account management.
• Experience using IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote desktop tools.
• Excellent customer service, communication, and problem-solving skills.