Computer User Support Specialist - Senior (Mon - Fri 11:00 AM - 7:00 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 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.

In this role, you will directly support the Defense Commissary Agency (DeCA), which operates a worldwide network of 235 grocery stores delivering vital cost-saving benefits to over 8.8 million service members, retirees, veterans, and their families. Headquartered at Fort Lee, Virginia, and operating across 13 countries, DeCA relies on robust, secure IT infrastructure to power its global retail and supply chain operations.

The Global Support Center (GSC) serves as the nucleus of DeCA’s IT infrastructure support operations. Information Technology support originates through the utilization of an automated enterprise services call tree and the ticket application service management suite.

As a Senior Computer User Support Specialist, you will lead the delivery of full-service IT support for all Government-owned desktop equipment and desktop software in DeCA’s environment. Your work directly impacts store operations, distribution centers, and headquarters personnel worldwide.

Responsibilities 

• Provide on-site desktop support to more than 2,000 users, consisting of senior leaders, civilians, military personnel and contractors during operating hours. May assist with store level personnel equipment as needed. 
• Responsible for the deployment of computer equipment to DeCA employees once user has a valid DeCA account and CAC/PIV to logon to the DeCA domain. 
• Responsible for asset management including inventory of Information Technology (IT) equipment and peripherals. Enforces regulations for issuance and disposition of such equipment. 
• Responsible for the provisioning and distribution of Mobile Devices (Apple iOS and Android phones) to authorized DeCA employees. 
• Shall work all tickets, incidents, work orders, calls, electronic correspondence and requests IAW the Acceptable Quality Level (AQL) for each performance standard. This includes the prioritization of these work items based on priority level and submission date. 
• Prepares issue/turn-in/transfer/destruction documentation for users that are assigned IT equipment for accountability purposes. 
• Provide input and best practice recommendations to current and future policies and procedures as needed or requested. 
• Produce Deliverable Reports as specified with the Performance Work Statement (PWS).  

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 

• Bachelor Degree or HS/GED + 5 yrs. in Windows Computing Environment 
• Baseline Certification (Must have one of the following): Security+, Network+, A+ (both exams), CCNP Security, CCSP, Cloud+, CND, GFACT, GICSP, GSEC, SecurityX (formerly CASP+), or SSCP.
• Computing Environment Certification\Training in at least 1 area (required): Training will be provided on site
• Must Be Able to Lift 20lbs. unassisted