Journeyman Computer User Support Specialist (eVIP)

As an eVIP Journeyman Computer User Support Specialist, you will serve as the primary technical resource for executive-level personnel, ensuring their IT environments are thoroughly operational and that technical updates or failures are efficiently diagnosed, validated, and resolved. You must possess a blend of strong technical acumen and exceptional customer service to keep leadership connected without disruption. Key responsibilities include:

• Provide rapid-response, high-touch IT support to the Admiral and executive staff to resolve all hardware, software, and connectivity issues immediately.
• Diagnose, troubleshoot, and remediate problems on unclassified workstations, laptops, and peripheral hardware.
• Manage, configure, and troubleshoot enterprise mobility devices, including iPhones and iPads, ensuring continuous secure communications.
• Isolate complex technical issues and smoothly escalate classified system disruptions to the SIPR Helpdesk Lead for advanced resolution.
• Install, maintain, configure, and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, OneDrive, Teams), Adobe Acrobat, and core web mail environments.
• Administer user accounts, permissions, and group memberships utilizing Active Directory Users and Computers (ADUC).
• Image, configure, test, and deploy end-user workstations, printers, and associated desktop equipment.
• Provide robust remote technical support utilizing enterprise remote tools, Virtual Private Networks (VPN), and MANTA.
• Create, update, and track IT service requests from initiation through to complete remediation using enterprise ticketing platforms.
• Manage time efficiently and adapt rapidly to evolving technologies or high-pressure timelines inherent to an executive military environment.

High School with 6 - 9 years (or commensurate experience), * Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP).

• Proficiency in Windows operating systems and extensive experience configuring, deploying, and managing enterprise mobile devices including iPhones and iPads.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
• Proven ability to independently prioritize high-volume queues, handle multiple escalated tickets simultaneously, and meet strict SLA targets.
• Strong capability to work autonomously with minimal supervision while successfully collaborating within a distributed virtual team.
• Strong technical knowledge of core IT foundations, including hardware, printing, internet connectivity, user profiles, remote desktop, and Active Directory Users and Computers.
• Hands-on proficiency with Microsoft 365 applications (Outlook, Word, Excel, OneDrive, Teams) and Adobe Acrobat.
• Experience utilizing remote support applications, specifically Virtual Private Networks (VPN) and MANTA.
• Familiarity with the ServiceNow ticketing system for processing Incidents and Requests.

Clearance Required: Active Secret Clearance Preferred Skills and Experience

• Direct experience supporting U.S. Coast Guard or DoD enterprise service desk environments, including an understanding of military network structures.
• Advanced proficiency with ServiceNow (SNOW) or equivalent enterprise-level IT Service Management (ITSM) ticketing platforms.
• Direct experience providing white-glove, dedicated executive IT support within military or government offices.

Posted Salary Range: USD $61,850.00 - USD $75,000.00 /Yr.