Computer User Support Specialist - Journeyman (Day Shift, Tue - Sat, 7:00 AM - 3:30 PM)

Description

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

The Enterprise Service Desk serves as the nucleus of DeCA’s IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and the Ticket application service management suite. This shall be full service support for all Government-owned desktop equipment and desktop software in DeCA’s environment to include mobile device, multi-media, and collaboration service support. 

  Responsibilities

• Provide technical and functional activities (Tier 2).

 • Work all tickets and work orders that are assigned based on priority and age of ticket; Provide on-site service desk support to more than 11,000 store users.

Knowledge/Experience must include:

• Customer Service/Support

• Windows/MacOS/Linux/Unix/Chrome/Android

• Networked Printers/Multi-Function Devices

• Mobile Device Support

• Defense Enterprise Provisioning Online (DEPO)

• Active Directory

• DHCP

• DNS

• Microsoft Office Suite incl. SharePoint

• Touch Labor | Break/Fix

• Remote Troubleshooting

• Hardware/Software Troubleshooting

• Information Technology Infrastructure Library (ITIL)

• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

• Excellent Oral/Written Communication

Qualifications

• Associate’s degree or HS/GED + 3 yrs. in Windows Computing Environment
• Baseline Certification (required): DoD 8570.1 IAT II or higher
• Computing Environment Certification in at least 1 area (required within 6-months of start date): 
  • Microsoft: Windows 10/11
  • Managing Modern Desktops
  • M365 Fundamentals
• Training (not certification) required: Must complete an ITIL Course (ITIL v4 recommended and will be provided on site)
• Clearance: Minimum Secret