Computer User Support Specialist - Journeyman; Night Shift, Tue - Sat

Description

As a Journeyman Computer User Support Specialist (Tier
2) with The One 23 Group, you will serve in an advanced service desk capacity within the Global Support Center at DeCA Headquarters. In this call center role, you will deliver elevated phone, remote, and ticketed technical support to more than 14,000 DeCA personnel across commissaries and headquarters worldwide, supporting approximately 6,000 endpoint devices within the Desktop Common Operating Environment (DCOE) boundary.

Operating in a higher-capacity service desk and call center role than entry-level personnel, you will handle complex troubleshooting calls, investigate difficult incidents escalated from Tier 1, and conduct advanced remote diagnostic sessions. Your primary focus is resolving software, operating system, network, account, and business application incidents remotely, ensuring proper ticket categorization, and bridging technical issues to specialized higher-tier engineering groups or on-site field technicians when physical intervention is required.

Advanced Call Center Inbound & Escalation Handling:
Answer and manage incoming phone calls routed to the queue from DeCA end-users; investigate, take ownership of, and resolve complex issues that cannot be remediated through standard Tier 1 scripts or initial triage.

Tier 2 Incident & Work Order Management:
Work and prioritize assigned incident tickets and work orders based on severity, business impact, and ticket age; thoroughly document troubleshooting steps, diagnostic findings, and solutions within the enterprise ticketing system (Service Now/Remedy) to meet all contract Acceptable Quality Levels (AQLs).

Advanced Remote Diagnostics & Troubleshooting:
Conduct interactive remote desktop sessions (utilizing approved remote assistance tools) to diagnose and resolve operating system faults, software conflicts, registry/profile corruptions, and network connectivity issues across Windows 10/11 workstations and laptops.

User Account & Privileged Access Administration:
Perform advanced Active Directory (AD) tasks, including diagnosing complex user authentication failures, modifying group memberships, managing security permissions, validating OU placement, and handling account lockouts or profile resets beyond entry-level self-service capabilities.

Mobile & Remote Connectivity Support:
Provide phone and remote troubleshooting for remote workers and mobile end-users experiencing connection failures with Cisco Any-Connect VPN, Microsoft Teams, and Cisco Jabber.

Business Application Support & Higher-Tier Coordination:
Provide functional Tier 2 support across core DeCA business applications; when systemic software, database, or infrastructure outages occur, coordinate directly with higher-tier engineering and infrastructure elements to ensure ticketed resolution.

Client Health & Software Deployment Verification:
Verify endpoint communication with management systems (MECM/SCCM) via remote tools; re-initiate failed software packages, trigger client-side policy updates, and troubleshoot local agent communication errors remotely.

Tier 1 Mentorship & Escalation Guidance:
Serve as an escalation resource and technical reference for Tier 1 service desk specialists; provide real-time guidance on ticket categorization, troubleshooting techniques, and standard operating procedures.

Cybersecurity Incident Triage & Log Escalation:
Triage user-reported security anomalies, suspicious emails, or endpoint security alerts received at the service desk; document indicators and immediately elevate security incidents and log abnormalities.

Demonstrated experience in an IT service desk, technical call center, or remote enterprise support environment handling Tier 2 escalations.

Strong advanced phone customer service skills, with the ability to maintain composure, de-escalate difficult technical issues, and guide non-technical users remotely.

In-depth technical knowledge of Windows 10/11 Enterprise operating systems, core registry settings, file systems, user profiles, and command-line diagnostics.

Practical experience troubleshooting enterprise remote access tools, VPN clients (Cisco Any-Connect), and collaboration platforms (Microsoft Teams, Cisco Jabber).

Working knowledge of Active Directory Users and Computers, Group Policy Objects (GPO) application, and standard network protocols (TCP/IP, DNS, DHCP).

Proficiency with enterprise IT Service Management ticketing suites (Service Now, BMC Remedy/Helix) for…