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

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 War, 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 Enterprise IT, Mission IT and Cyber. 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 Position
The Enterprise Service Desk is 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.

Computer User Support Specialist – Junior (Service Desk) will provide service desk support to more than 14,000 users, utilizing approximately 6,000 devices, computers, laptops, wireless devices, PC workstations, printers, and other IT peripherals, including mobile devices. 

The Global Support Center 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 Service Desk support (Tier 1). 
• Answer all calls routed or transferred to their respective calling queue. 

Additional Information

• On-site Fort Lee, VA
• DAY SHIFT:  Tuesday - Saturday, 7:00 AM - 3:30 PM

• Minimum Public Trust for clearance
• Associate's degree or HS/GED + experience preferred in a Windows Computing Environment 

Baseline Certification (At least one required): 

• A+
• CCNP Security
• CCSP
• Cloud+
• CND
• GFACT
• GICSP
• GSEC
• Network+
• Security+
• SecurityX / CASP+
• SSCP

Computing Environment Certification/Training in at least 1 area (required):

• Microsoft: Windows 11 
• Managing Modern Desktops 
• M365 Fundamentals 

Training (not certification) required: 

• Must complete an ITIL Course (ITIL v4 recommended and will be provided on site) 

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 including 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

Equal opportunity employer, including disability/vets.