Senior Computer User Support Specialist
Listed on 2026-11-04
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Senior Computer User Support Specialist
1. Labor Category Description
The Senior Computer User Support Specialist is a highly experienced IT professional and a lead
technical resource responsible for providing advanced (Tier 2/Tier
3) end-user support and
resolving complex technical issues that are beyond the scope of junior help desk personnel. This
role serves as the final escalation point for all client-side hardware, software, and connectivity
problems, leveraging deep technical knowledge to ensure user productivity and satisfaction. In
addition to expert-level troubleshooting, the Senior Specialist leads incident management efforts,
mentors other support technicians, and contributes to the improvement of support processes and
documentation.
- Advanced Incident Resolution (Tier 2/3):
- Serve as the primary escalation point for the most complex and time-sensitive user-reported incidents.
- Diagnose and resolve advanced hardware issues, operating system errors (e.g., registry, file system corruption), and complex software compatibility conflicts.
- Utilize advanced diagnostic tools and log analysis to perform root cause analysis on persistent and challenging technical problems.
- Lead technical resolution efforts during widespread, user-impacting incidents, such as a faulty software patch or a major application outage.
- Provide on-the-job training, technical guidance, and mentorship to junior and journeyman Help Desk staff.
- Act as a shift or team lead, managing ticket queues, assigning tasks, and ensuring service level agreements (SLAs) are met.
- Review and approve knowledge base articles and technical documentation created by other team members.
- Identify trends in incident reports to assist in problem management, recommending permanent solutions to reduce recurring issues.
- Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and technical knowledge base articles for the support team.
- Collaborate with other IT teams (e.g., Server, Network) to test and provide feedback on new software, hardware, and system images before enterprise-wide deployment.
- Provide dedicated, "white-glove" technical support for senior leadership and other designated VIPs, ensuring a rapid and effective response to their technical needs.
Minimum Qualifications / Requirements Experience
A minimum of five (5) to seven (7) years of progressive, hands-on experience in an IT help desk or desktop support role.
At least two (2) years of this experience must be in a senior or lead technician capacity, with responsibility for mentoring staff and handling escalated issues.
Certifications (Baseline)Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.
Certifications (Computing Environment - Desired)- Microsoft 365 Certified:
Modern Desktop Administrator Associate - CompTIA Network+
- ITIL Foundation Certification
Must be able to obtain and maintain a DoW Security Clearance
Technical Skills- Expert-level knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
- Advanced hardware troubleshooting skills and the ability to diagnose complex system-level problems.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) sufficient to diagnose client-side network issues.
- Proficiency with Active Directory for user and computer object management.
- Experience leading and triaging incidents within an enterprise IT Service Management (ITSM) platform (e.g., Service Now).
- Excellent leadership, communication, and customer service skills.
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