Journeyman Computer User Support Specialist

GovCIO LLC is seeking a Journeyman Computer User Support Specialist to provide reliable, customer-focused IT support for federal users. In this role you will troubleshoot hardware, software, and network issues; manage tickets; and support workstation imaging, account management, and standard tools in a fast-paced, mission-driven environment. You’ll collaborate with engineers and cybersecurity teams, follow ITIL-aligned processes and federal security requirements, maintain clear documentation and knowledge base articles, and help users adopt modern technologies that improve critical government services and mission outcomes nationwide.

Responsibilities

• Provide tier-1/2 support for federal end users via phone, chat, and in person
• Diagnose and resolve hardware, software, and network connectivity issues
• Manage incidents and service requests in a ticketing system to meet SLAs
• Install, configure, and update operating systems and standard applications
• Support account management, permissions, and access per security policies
• Document troubleshooting steps and contribute to knowledge base articles
• Collaborate with engineers and security teams on escalated technical issues
• Assist with workstation imaging, deployment, and asset inventory
• Follow ITIL-aligned processes and federal compliance requirements
• Educate users on tools, best practices, and basic cybersecurity hygiene

• End-user technical support
• Windows and mac
• OS troubleshooting
• Service desk / ticketing systems
• Hardware and peripheral support
• Network connectivity troubleshooting
• Software installation and configuration
• Active Directory and account management
• Customer service and communication
• Documentation and knowledge base creation
• ITIL or service management practices