Computer User Support Specialist II - Help Desk

We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.

The position requires hands-on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.

• →Provide Tier 2 help desk and desktop support to end users.
• →Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
• →Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
• →Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
• →Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
• →Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
• →Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
• →Support Microsoft Office and other enterprise productivity applications.
• →Administer Active Directory user and computer accounts, groups, permissions, and related access.
• →Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
• →Support and troubleshoot approved endpoint security and defense tools.
• →Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
• →Provide professional, customer-focused technical support in a mission-oriented environment.
• →Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures

• Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
• Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
• Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
• Experience supporting Microsoft Office and other desktop productivity applications.
• Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
• Experience with Microsoft Active Directory, including:
• User and computer account management
• Password and account administration
• Group membership and permissions
• Basic troubleshooting of authentication and access issues
• Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
• Ability to diagnose technical issues, identify root causes, document resolutions, and escalate issues when appropriate.
• Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
• CompTIA Security+ and/or ISC2 SSCP
• Current Microsoft Desktop Operating System certification

• ITIL Foundation Certification

High School Diploma or GED required.

• T5 Investigation is required.  Requirements to obtain a clearance include US Citizenship, security investigation, etc.