User Support Specialist

Synergy Business Innovation & Solutions is a premier implementer of cutting‑edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy's core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low‑Code/No‑Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re‑Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including group medical, dental, and vision insurance; company‑paid life, short‑term, and long‑term disability insurance; HSA, FSA; 401(k) with immediately vested company match; PTO/Sick Leave, 11 paid federal holidays, parental leave; tuition and training reimbursement; a referral bonus program; and life management programs.

At Synergy, you'll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that you will have dedicated career coaches available for every employee, company‑funded certification opportunities, education reimbursement, and a general open‑door policy so that you have support when you need it. Our team is eager to learn, fast‑paced, and quality‑driven–if that sounds like you, Synergy has a position for you!

The Computer User Support Specialist provides Tier 1 support services to computer users across enterprise environments. This position is responsible for resolving hardware and software issues, assisting users in person, by phone, or electronically, and ensuring a positive customer service experience. The resource participates in the configuration, maintenance, and troubleshooting of end‑user devices, applications, and peripheral equipment, while supporting compliance with all applicable USCG and DHS IT and cybersecurity standards.

NOTE:
Position requires on‑site support for the 3rd shift (12a–8m) of a 24/7 Help Desk

• Serve as the initial point of contact for technical support, answering questions and resolving computer‑related problems for clients in person, via telephone, and electronically.
• Provide hands‑on and remote assistance concerning the use of computer hardware and software, including installation, configuration, word processing, email, printing, and operating systems.
• Troubleshoot, configure, and maintain user devices and peripherals (e.g., desktops, laptops, tablets, printers, scanners, smart phones, MiFi, iPads).
• Install, configure, and maintain various COTS applications and government‑approved add‑on software to workstations and laptops.
• Provide user account management, including account creation, password resets, and troubleshooting user access for multiple systems, subsystems, and applications.
• Maintain clear documentation such as standard operating procedures (SOPs), user guides, security logs, and performance logs in accordance with USCG policies and regulatory requirements.
• Act as the primary POC for basic troubleshooting of network applications and hardware/software PC and printer problems, escalating tickets as necessary.
• Assist in maintaining the service desk, including opening, closing, and updating support requests in the ITSM/work order/incident automated tool (e.g., Service Now or Remedy).
• Respond to asset mishaps per Asset Mishap SOPs and facilitate visitor badge management and logging.
• Provide customer desk‑side support in end‑user and work center environments, including resolving locally system account and access management issues.
• Deliver on‑call support as required, including after‑hours and weekends per operational needs.
• Perform timely and accurate completion of support tickets: update tickets daily, respond within established SLAs, and ensure proper ticket assignment to appropriate teams.
• Participate in the creation and updating of client and network documentation regarding standard support processes, asset inventory, license status, and service resolutions.
• Provide user training for supported desktop systems and laptops to improve end‑user proficiency.
• Support continuous…