Senior Computer User Support Specialist

In this role, you will serve as a critical on-site resource delivering deskside and VIP-level technical support in a dynamic, mission-driven government IT environment. You will work alongside SAIC - the prime contractor - and collaborate with a broader IT team to ensure uninterrupted service for one of the nation’s most important engineering agencies., * Provide end-user technical support for PC and server applications, hardware, and peripherals in a networked DoD IT environment

• Deliver professional, high-quality deskside support - including VIP-level customer service - ensuring minimal disruption and maximum responsiveness
• Install, configure, and test personal computers, printers, CAC readers, and other peripherals
• Install and configure operating systems and software applications, including Microsoft Office 365 suite
• Troubleshoot and support Video Teleconferencing (VTC) systems, including Cisco VTC equipment
• Log, track, and manage all support requests and resolutions using the ServiceNow ticketing platform
• Collaborate with network services, software engineering, and application development teams to resolve escalated issues and identify root causes
• Contribute to process development, metric collection, and schedule management as directed by the Technical Lead
• Support enterprise IT modernization initiatives and ensure continued operation of mission-critical systems
• Operate with a mission-first mindset - in this environment, there is no task outside your responsibility if it supports the mission

• High school diploma or equivalent
• Minimum 2+ years of IT technical support or helpdesk experience
• Demonstrated hands-on technical skills supporting end users in a networked environment

Clearance (Non-Negotiable)

• Interim Secret clearance required to start; active Secret clearance strongly preferred
• Must be a US Citizen and eligible to obtain and maintain a DoD Secret clearance

Certification (Non-Negotiable)

• Current DoD 8570 IAT Level I certification required - examples include:

• CompTIA A+ (most common qualification for this role)

• CompTIA Network+

• CompTIA Security+

• Or equivalent IAT I-approved certification
• Certification must be active and in good standing at time of hire

Technical Skills

• Proven experience installing, configuring, and troubleshooting Windows-based PCs, laptops, and peripheral devices
• Proficiency with Microsoft Office 365 applications (Outlook, Teams, Word, Excel, etc.)
• Experience with or ability to quickly learn enterprise ticketing systems (ServiceNow preferred)
• Solid understanding of networking fundamentals in a Windows Active Directory environment
• Familiarity with CAC (Common Access Card) readers and DoD authentication systems

Soft Skills & Work Ethic

• Strong customer service orientation with a professional, solutions-first attitude
• Excellent verbal and written communication skills
• Ability to work independently and as part of a collaborative team
• Comfortable operating in a structured, government-regulated environment, * DoD IT Helpdesk experience - prior work in a military or government IT support environment is highly valued
• VIP-level support experience - demonstrated ability to deliver white-glove IT support to senior officials, flag officers, or executive-level stakeholders with discretion and professionalism
• Video Teleconferencing (VTC) experience - hands-on troubleshooting and support of Cisco VTC systems or equivalent enterprise conferencing technology
• ServiceNow proficiency - direct experience managing tickets, documenting resolutions, and tracking SLAs
• Working knowledge of Agile and ITIL frameworks in an enterprise IT service delivery context
• Familiarity with DoD network infrastructure, security policies, and compliance requirements

TECHNICAL ENVIRONMENT

Candidates should be comfortable working within the following technologies and platforms:

• Microsoft Windows OS and Active Directory
• Microsoft Office 365 (Outlook, Teams, Word, Excel, SharePoint)
• ServiceNow (IT Service Management / Ticketing)
• Cisco Video Teleconferencing (VTC) Systems
• Networked printers and peripheral devices
• CAC readers and DoD identity/access management systems
• Networked personal computers and laptops, * Do you have experience using ServiceNow?

Experience:

• IT support: 2 years (Required)

License/Certification:

• DoD 8570 IAT Level I certification (Required)

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Seeking a Senior Computer User Support Specialist to join our team supporting the US Army Corps of Engineers (USACE) in Alexandria, VA. This position operates under the Revolutionary Information Technology Services (RITS) contract, which provides enterprise-wide IT services and support to more than 37,000 USACE customers across the United States and internationally.