Computer User Support Specialist II - Help Desk
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Overview
Job Description
Saalex is seeking a Computer User Support Specialist II in Keyport, WA. Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services.
Position Type: Full Time
Salary: $60K – $90K annually (depending on experience)
Work Location: Onsite.
Position Overview:
We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.
The position requires hands-on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.
Key Responsibilities
- Provide Tier 2 help desk and desktop support to end users.
- Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
- Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
- Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
- Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
- Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
- Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
- Support Microsoft Office and other enterprise productivity applications.
- Administer Active Directory user and computer accounts, groups, permissions, and related access.
- Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
- Support and troubleshoot approved endpoint security and defense tools.
- Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
- Provide professional, customer-focused technical support in a mission-oriented environment.
- Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures
Required Qualifications:
- Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
- Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
- Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
- Experience supporting Microsoft Office and other desktop productivity applications.
- Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
- Experience with Microsoft Active Directory, including:
- User and computer account management
- Password and account administration
- Group membership and permissions
- Basic troubleshooting of authentication and access issues
- Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
- Ability to diagnose technical issues, identify root causes, document resolutions, and escalate issues when appropriate.
- Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
- CompTIA Security+ and/or ISC2 SSCP
- Current Microsoft Desktop Operating System certification
Desired:
- ITIL Foundation Certification
Education:
High School Diploma or GED required.
Security Clearance:
- T5 Investigation is required. Requirements to obtain a clearance include US Citizenship, security investigation, etc.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- Stock Option Plan
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