Provides Tier 2 help desk and desktop support in a DoD environment. Troubleshoots Windows workstations, applications, accounts, connectivity, Active Directory, productivity software, and endpoint security tools. Manages ServiceNow incidents and service requests, documents resolutions, monitors SLAs, identifies recurring issues, and escalates complex problems. Supports cybersecurity, configuration management, and IT service management policies while delivering professional customer service.
Saalex is seeking a Computer User Support Specialist II in Keyport, WA. Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services.
Position Type: Full Time
Salary: $60K – $90K annually (depending on experience)
Work Location: Onsite.
Position Overview:
We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.
The position requires hands-on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.
Key Responsibilities
- Provide Tier 2 help desk and desktop support to end users.
- Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
- Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
- Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
- Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
- Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
- Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
- Support Microsoft Office and other enterprise productivity applications.
- Administer Active Directory user and computer accounts, groups, permissions, and related access.
- Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
- Support and troubleshoot approved endpoint security and defense tools.
- Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
- Provide professional, customer-focused technical support in a mission-oriented environment.
- Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures
Requirements
Required Qualifications:
- Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
- Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
- Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
- Experience supporting Microsoft Office and other desktop productivity applications.
- Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
- Experience with Microsoft Active Directory, including:
- User and computer account management
- Password and account administration
- Group membership and permissions
- Basic troubleshooting of authentication and access issues
- Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
- Ability to diagnose technical issues, identify root causes, document resolutions, and escalate issues when appropriate.
- Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
- CompTIA Security+ and/or ISC2 SSCP
- Current Microsoft Desktop Operating System certification
Desired:
- ITIL Foundation Certification
Education:
High School Diploma or GED required.
Security Clearance:
- T5 Investigation is required. Requirements to obtain a clearance include US Citizenship, security investigation, etc.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- Stock Option Plan
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