Subject Matter Expert (SME) - Computer User Support Specialist

About the Role

The SME - Computer User Support Specialist is a senior-level technical expert responsible for providing advanced end-user support and resolving complex technical issues that exceed the capabilities of junior help desk staff. This role serves as the final escalation point for client-side hardware, software, and connectivity problems. The SME leverages deep technical knowledge, advanced diagnostic tools, and extensive experience to analyze and solve challenging incidents. In addition to hands-on troubleshooting, this individual mentors junior technicians, develops and improves support procedures, and leads technical resolution efforts for widespread user-facing incidents.

Responsibilities

• Diagnose and resolve complex hardware, software, operating system, and network connectivity issues for desktops, laptops, and peripherals that have been escalated from Tier 1 support.
• Utilize advanced diagnostic utilities to identify root causes of system errors, crashes (e.g., "blue screen of death"), and performance degradation.
• Analyze and troubleshoot complex issues related to enterprise software applications, including compatibility conflicts, configuration errors, and integration problems.
• Identify recurring incidents and trends to diagnose underlying problems, then develop, document, and implement permanent solutions or workarounds to reduce incident volume.
• Lead technical bridges and coordinate resolution efforts during widespread, user-impacting incidents (e.g., a critical software patch failure).
• Provide expert guidance, on-the-job training, and mentorship to junior Help Desk Technicians.
• Create, review, and maintain technical documentation, including standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for the support team.
• Develop and lead informal training sessions to elevate the technical skills of the entire user support team.
• Collaborate with System and Network Administrators on the testing and deployment of new software, patches, and hardware configurations.
• Assist with the creation and maintenance of standard desktop and laptop system images (e.g., using Microsoft SCCM/MECM).
• Provide expert-level support for the configuration and use of standard business applications (e.g., Microsoft Office 365, collaboration tools, specialized business software).

Requirements

• A minimum of seven (7) years of progressive, hands-on experience in an IT help desk or desktop support environment, with at least three (3) years serving in a senior or escalation support role (Tier 2/3).
• Demonstrated experience mentoring and training junior technical staff.
• 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 a DoD Security Clearance.

Qualifications

• Expert-level knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
• Advanced proficiency in hardware troubleshooting, including diagnostics for PCs, laptops, and peripherals.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and experience troubleshooting client-side connectivity issues.
• Experience with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote support tools.

Skills

Advanced certifications demonstrating subject matter expertise are highly desired, such as:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA A+ or Network+