Journeyman Computer User Support Specialist - 304621-B

The Computer User Support Specialist provides on-site technical support to government customers at Wright Patterson AFB, maintaining computer systems, printers, VoIP telephones, and managing IT asset inventory. This role requires strong customer service skills, technical aptitude, and experience with government inventory management procedures. The Technician will troubleshoot hardware and software issues, provide user training, and ensure accurate IT asset tracking in compliance with government regulations. Maintaining excellent customer relations and adhering to established procedures are integral functions of this role.

Responsibilities:

• Provide Tier 1 technical support to end-users at Wright Patterson AFB, resolving issues efficiently and effectively, both remotely and in person.
• Install, configure, troubleshoot, and maintain computer hardware, software, printers, and VoIP telephones.
• Establish and troubleshoot network connectivity issues.
• Manage IT asset inventory, including assignment, tracking, and disposal, adhering to government property management regulations.
• Provide user training on software applications and hardware usage.
• Maintain accurate documentation of support activities and inventory changes.
• Escalate complex issues to higher-level support teams as needed.
• Collaborate with other IT staff to ensure consistent service delivery.
• Stay up-to-date on the latest technologies and security best practices.

 Equipment/Systems:

• Desktop and laptop computers
• Printers (various types)
• VoIP telephones
• Microsoft Office Suite
• Ticketing systems (specify if known, e.g., ServiceNow, Remedy)
• IT asset management software (specify if known)
• Network diagnostic tools

 Competencies:

• Strong technical proficiency in computer hardware, software, and networking.
• Excellent customer service skills, including clear communication, active listening, and patience.
• Attention to detail and accuracy in documentation and inventory management.
• Ability to multitask, prioritize, and work independently with minimal supervision.
• Strong problem-solving and analytical skills.
• Ability to work effectively within a team environment.
• Knowledge of government IT regulations and procedures.

Work Environment & Physical Demands:

This job operates in an office setting on Wright Patterson AFB. This role routinely uses standard office equipment. Duties may require lifting computer equipment (up to 50 lbs), using ladders, walking extensively within office buildings, and loading/unloading boxes/containers.

Position Type and Expected Hours of Work:

This is a full-time, exempt position. Typical work hours are Monday through Friday, regular business hours. Additional hours may be required as needed to ensure program performance. On-call support may be required on a rotating basis.

Travel:

Primarily local travel for user support

• Active Secret clearance        
• Bachelors in Information Technology (or related field)
• 8-10 years of experience providing computer hardware, software, and printer support.

Preferred Education and Experience:

• Experience with government IT asset management (ITAM) systems, preferably within the DoD.
• Experience working in a military or government environment, specifically on an Air Force base.
• Familiarity with Air Force regulations and procedures.

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.