Senior Computer User Support Specialist

Responsibilities

• Provides technical assistance to computer users.
• Identifies logs and tracks user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provides resolution or escalates to next tier.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents.
• Answers questions or resolves computer problems for clients in person, via telephone, or electronically.
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short‑term project growth and success.
• Functions as a technical expert across multiple project assignments.
• Delivers 24/7/365 IT technical support to approved seat service USACE end users at 1,650 different CONUS and OCONUS locations and sites.

• Associate’s degree
• Six years of experience in Computer User Support
• Comprehensive knowledge of IT Technical Support
• Knowledge of Lifecycle Replacement of Equipment
• Current DoD 8570 IA Baseline Certification, IAT Level I (including A+ CE, Network+ CE, SSCP, CCNA‑Security certifications)
• COMPTIA Security Certification
• Secret Clearance required
• Must be able to pass a background check
• Problem‑solving skills
• Exceptional communication skills, both oral and written
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat
• Highly motivated and able to handle and manage multiple tasks simultaneously
• Ability to forge new relationships, both individually and in teams
• Self‑starter who can work independently and as part of a team