Senior Computer User Support Specialist

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.
• May supervise others.
• Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution.
• Is an expert with industry standard desktop operating systems and office automation software suites.
• Must demonstrate excellent verbal and written communication skills.
• Will be required to work rotating shift schedules to include nights, weekends, and holidays.
• The systems analyst must be able to clearly communicate via phone, portals and instant messaging with end users and technicians.
• Must be able to present a professional, sharp and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team.
• Must be qualified to perform the following functions:
• Will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.
• Serves as the initial point of contact for systems related problems in a 70,000+ customer enterprise.
• Troubleshoot research, diagnoses, documents and resolves technical issues
• Determines which special team can best resolve the problem and assign the task to the Desktop Support, Customer Supports, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must be proficient with Dameware, RDP and Terminal Services.
• Will be required to perform incident management functions which include Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.
• Performs other duties as required.

• Must have DoD 8570 IAT Level II certification.
• Must be able to maintain DoD 8570 IAT Level II certification via continuing education requirements or re certification.
• Possess current TS clearance with SCI eligibility.
• Bachelor's degree in a STEM field. Relevant experience may be substituted for education.
• Years Experience: Min 5 Years with BS/BA, 3 Years with MS/MA, 0 Year with PhD.

Work Where it Matters Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At Compass Point, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders , Compass Point provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers , Compass Point delivers a broad range of skilled IT services, including data-centric services, software development, IT infrastructure modernization, managed IT services, and more.