Senior User Support Specialist

The Contractor is responsible for providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.

* Install, configure, maintain, and troubleshoot Microsoft Windows operating systems.

* Provide Tier I (Resolving basic, routine, and high-volume issues) and Tier II (In-depth troubleshooting, backend analysis, and resolving more persistent technical challenges) support for hardware, software, and peripheral devices.

* Configure and support Microsoft 365 applications and enterprise software.

* Manage user accounts and access controls using Active Directory.

* Administer Windows Server environments including:

* Active Directory:
Administer user accounts, security groups, and permissions in accordance with DOJ access control policies.

* DNS/DHCP:
Execute routine maintenance and configuration of network services to ensure stable connectivity and proper IP address management.

* Group Policy:
Implement and monitor pre-approved security settings and system configurations across the enterprise to ensure continuous compliance with federal standards.

* Perform patch management and vulnerability remediation in accordance with Agency timelines.

* Ensure compliance with Agency-specific security controls.

* Support backup, disaster recovery, and continuity of operations (COOP) initiatives.

* Maintain accurate IT asset inventory and configuration documentation.

* Deploy software packages via Microsoft Endpoint Configuration Manager (MECM).

* Provides technical support for trial preparation and courtroom proceedings, including preparation of electronic exhibits within supported litigation applications.

* Digitizes and formats audio and video files for use in court.

* Configures, tests, and assists with the setup of software and hardware components used in trial preparation and courtroom presentations.

* Provides on-site troubleshooting and user assistance during courtroom proceedings to resolve operational issues with supported applications and equipment.

Required Qualifications:

* Must be able to obtain and maintain a US government security clearance.

* At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications will generally be expected.

* At least one year must be experience with the specific applications being supported. Supervisory experience helpful.

* Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.

* Experience with DOJ office automation environments extremely helpful.

* Should be an expert user of the Government's word processing, spreadsheet, and email systems.

* Excellent oral and written communications skills required.

* Undergraduate degree strongly preferred.

* Employees will earn H&W dollars per eligible hour (including vacation and holiday up to 40 hours/week). H&W monies are used to offset the employer's cost of benefits the employee elects into and/or utilizes. Any remaining health and welfare monies after all applicable deductions would be cashed out to the employee on a 1 pay period lag.

Service Contract Act (SCA) Compensation & Benefits:

This is an hourly, overtime-eligible position that falls under the Service Contract Act (SCA). In accordance with the Health and Welfare provisions of the SCA, and in addition to your base hourly rate, you may be eligible to receive an additional health and welfare payment for each hour you work to ensure compliance with the minimums set forth by the act.

The amount you are entitled to receive will vary depending upon the fringe benefits you select now and in the future.

Compensation Details:

23.32

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview:

Our health and welfare…