Computer User Support Specialist Junior (Night Shift, Tue - Sat, 11:00PM-7:30AM)

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.

Position:

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.

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

• Provide Service Desk support (Tier 1)
• Answer all calls routed or transferred to their respective calling queue
• Create and manage support tickets
• Basic remote troubleshooting

Knowledge must include

• Primary:
  • Customer Service/Support
  • Windows/MacOS/Linux/Unix/Chrome/Android
  • Networked Printers/Multi-Function Devices
  • Microsoft Office Suite incl. SharePoint
  • Excellent Oral/Written Communication
• Secondary:
  • Mobile Device Support
  • Defense Enterprise Provisioning Online (DEPO)
  • Active Directory
  • DHCP
  • DNS
  • Remote Troubleshooting
  • Hardware/Software Troubleshooting
  • Information Technology Infrastructure Library (ITIL)
  • Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Required Qualifications:

• Education & Experience (Must meet ONE of the following):

High School Diploma / GED + one (1) year of experience in an IT or Cybersecurity role.

Associate’s degree (must be aligned: Cyber Security, Information Technology, Computer Science, Information Systems,

Management Information Systems, or Computer Engineering)

• DoD 8140 Foundational Certification (Must possess ONE of the following):

o A+, CND, GFACT, GSEC, Network+, or Security+ o Computing Environment Certification: Provided onsite

• Security Clearance (Required):

o Minimum Public Trust

Equal opportunity employer, including disability/vets.