Junior Computer User Support Specialist

About the Role

The Enterprise Service Desk is the nucleus of DeCA’s IT infrastructure support operations. IT support originates through an 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 devices, multimedia, and collaboration services. The Computer User Support Specialist – Junior (Service Desk) will deliver service desk support to over 14,000 users utilizing approximately 6,000 devices, such as computers, laptops, wireless devices, PC workstations, printers, and other IT peripherals, including mobile devices.

Responsibilities

• Provide Tier 1 Service Desk support.
• Answer all calls routed or transferred to their respective calling queue.

Requirements

• Minimum Public Trust clearance.
• Associate's degree or HS/GED + experience preferred in a Windows Computing Environment.
• Baseline Certification (at least one required):
  • A+
  • CCNP Security
  • CCSP
  • Cloud+
  • CND
  • GFACT
  • GICSP
  • GSEC
  • Network+
  • Security+
  • SecurityX / CASP+
  • SSCP
• Computing Environment Certification/Training in at least one area (required):
  • Microsoft: Windows 11
  • Managing Modern Desktops
• M365 Fundamentals Training (not certification) required.
• Must complete an ITIL Course (ITIL v4 recommended and will be provided on-site).

Skills & Experience

• 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 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

Schedule

Day Shift: Tuesday - Saturday, 7:00 AM - 3:30 PM

Pay

USD 45,000 - 60,000 per year

Location: On-site at Fort Lee, VA