Computer User Support Specialist

Who We Are:

Oasys International, LLC (Oasys) is a rapidly expanding firm that has been recognized on Inc. 5000 magazine's list of the fastest-growing companies for five consecutive years. We are a dynamic organization dedicated to providing world-class technology consulting services through our team of expert technologists, consultants, engineers, and subject matter experts. At Oasys, we prioritize continuous learning, a healthy work-life balance, and a collaborative work environment.

Our culture is merit-based, recognizing and rewarding performance and fostering a supportive and social atmosphere.

Oasys is seeking a Computer
User Support Specialist to support the United States Coast Guard (USCG) at the Aviation Logistics Center (ALC)-Information Systems Division (ISD). The Computer User Support Specialist will serve as a frontline representative of the IT service team, delivering Tier I/II support, account provisioning, system troubleshooting, and guidance on cybersecurity practices within a fast-paced, mission-critical environment.

The ideal candidate will possess hands-on knowledge of desktop systems, network connectivity, system access controls, and ITSM ticketing systems while contributing to the stability and security of the ALC-ISD operational environment.

• Deliver Tier I and Tier II help desk support to end-users on hardware, software, printer, and network issues, both in-person and remotely.
• Provide user support for enterprise tools such as email platforms, Microsoft Office, operating systems, shared directories, and approved collaboration applications.
• Troubleshoot and resolve PC operating system, network connectivity, and account access issues, escalating complex problems as needed.
• Serve as the initial point of contact for diagnosing and resolving hardware/software malfunctions, printer issues, and system performance anomalies.
• Manage user account provisioning, deprovisioning, and permission changes in accordance with access control policies.
• Ensure compliance with cybersecurity standards, including password policies, multi-factor authentication, and awareness of phishing mitigation procedures.
• Utilize ITSM tools (such as Remedy, Service Now, or equivalent) to log, track, prioritize, and elevate tickets in accordance with SLAs.
• Maintain and update SOPs, troubleshooting guides, support logs, and performance documentation.
• Provide input to root cause analyses and contribute to the resolution of recurring issues through technical feedback and process improvements.
• Participate in Agile meetings and support Dev Sec Ops  teams using tools like Jira, Confluence, and Bitbucket.
• Maintain professional, customer-centered communication and support high user satisfaction standards in a service-driven environment.
• All other duties as assigned by management.

• Strong understanding of Windows desktop operating systems, common enterprise software, and basic networking principles (TCP/IP, DNS, DHCP).
• Experience supporting federal systems and handling sensitive data in accordance with security and privacy regulations.
• Working knowledge of cybersecurity practices and compliance requirements (e.g., NIST 800-53, DHS 4300A).
• Proficient in documenting technical procedures and communicating with both technical and non-technical audiences.
• Familiarity with ITSM platforms and incident management workflows.
• Demonstrated customer service orientation and ability to remain composed in high-pressure situations.

• Bachelor's or Associate's degree in Computer Science, Math, Information Technology, Engineering, or related field. Two (2) years of directly relevant experience may substitute for one (1) year of formal education.
• Minimum…