Senior Computer User Support Specialist

The Senior Computer User Support Specialist is a highly experienced IT professional and a lead technical resource responsible for providing advanced (Tier 2/Tier 3) end-user support and resolving complex technical issues that are beyond the scope of junior help desk personnel. This role serves as the final escalation point for all client-side hardware, software, and connectivity problems, leveraging deep technical knowledge to ensure user productivity and satisfaction. In addition to expert-level troubleshooting, the Senior Specialist leads incident management efforts, mentors other support technicians, and contributes to the improvement of support processes and documentation.

1. Typical Task List Advanced Incident Resolution (Tier 2/3): Serve as the primary escalation point for the most complex and time-sensitive user-reported incidents. Diagnose and resolve advanced hardware issues, operating system errors (e.g., registry, file system corruption), and complex software compatibility conflicts. Utilize advanced diagnostic tools and log analysis to perform root cause analysis on persistent and challenging technical problems. Lead technical resolution efforts during widespread, user-impacting incidents, such as a faulty software patch or a major application outage.

Team Leadership and Mentorship: Provide on-the-job training, technical guidance, and mentorship to junior and journeyman Help Desk staff. Act as a shift or team lead, managing ticket queues, assigning tasks, and ensuring service level agreements (SLAs) are met. Review and approve knowledge base articles and technical documentation created by other team members.

Process Improvement and Knowledge Management: Identify trends in incident reports to assist in problem management, recommending permanent solutions to reduce recurring issues. Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and technical knowledge base articles for the support team. Collaborate with other IT teams (e.g., Server, Network) to test and provide feedback on new software, hardware, and system images before enterprise-wide deployment.

VIP and Executive Support: Provide dedicated, “white-glove” technical support for senior leadership and other designated VIPs, ensuring a rapid and effective response to their technical needs.

A minimum of five (5) to seven (7) years of progressive, hands-on experience in an IT help desk or desktop support role. At least two (2) years of this experience must be in a senior or lead technician capacity, with responsibility for mentoring staff and handling escalated issues.

Certifications (Baseline): Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.

Certifications (Computing Environment - Desired): At least one relevant industry certification is highly desired. Examples include: Microsoft 365 Certified: Modern Desktop Administrator Associate CompTIA Network+ ITIL Foundation Certification

Security Clearance: Must be able to obtain and maintain a DoW Security Clearance

Technical Skills: Expert-level knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite. Advanced hardware troubleshooting skills and the ability to diagnose complex system-level problems. Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) sufficient to diagnose client-side network issues. Proficiency with Active Directory for user and computer object management. Experience leading and triaging incidents within an enterprise IT Service Management (ITSM) platform (e.g., ServiceNow). Excellent leadership, communication, and customer service skills.