Computer User Support Specialist - Junior (Night Shift, 11:00 PM - 7:30 AM)

In this role, you will be the first point of contact for DeCA users, providing friendly and helpful Tier 1 phone support. Your primary responsibilities will include answering calls, creating and managing support tickets, and walking users through basic troubleshooting steps for a variety of systems and software. You’ll use operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications.

Requirements

• Provide Service Desk support (Tier 1)
• Answer all calls routed or transferred to their respective calling queue
• Create and manage support tickets
• Basic remote troubleshooting

Knowledge must include

• Primary:
• Customer Service/Support
• Windows/MacOS/Linux/Unix/Chrome/Android
• Networked Printers/Multi-Function Devices
• Microsoft Office Suite incl. SharePoint
• Excellent Oral/Written Communication
• Secondary:
• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory
• DHCP
• DNS
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

High School Diploma / GED + two (2) to three (3) years of experience in an IT role.

Associate’s degree or higher

• DoD 8140 Foundational Certification (Must possess ONE of the following):

o A+, CND, GFACT, GSEC, Network+, or Security+