Computer User Support Specialist
DecisionPoint Corporation
full-time
Posted on:
Location Type: Office
Location: Portsmouth • Virginia • United States
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Tech Stack
About the role
- Provide Tier III computer user support, including desktop support and service desk operations for end users in Windows and macOS environments.
- Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues.
- Operate and manage IT ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) to document incidents, track resolutions, and escalate issues in accordance with established procedures.
- Perform user account management in Active Directory, including account provisioning and deprovisioning, group membership changes, basic group policy administration, and access control configuration.
- Apply foundational networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
- Follow cybersecurity best practices related to data handling, endpoint security, access control, and incident reporting.
- Maintain compliance with role-based access control (RBAC) policies and acceptable use standards.
- Provide clear written and verbal communication while delivering professional, customer-focused support in fast-paced or high-pressure environments.
- Support shift-based or on-call operational schedules, as required.
- Assist with supporting remote and hybrid workforce environments while meeting defined service-level agreements (SLAs).
- Follow ITIL-aligned service management practices and contribute to continuous service improvement.
Requirements
- Active Top Secret clearance with SCI eligibility.
- Associate Degree in Information Technology, Computer Science, or a related field with a minimum of 4 years of relevant IT support experience in a Tier III or equivalent support role.
- CompTIA Security+ certification, compliant with DoD 8570 or applicable agency policy.
- Experience providing end-user support in an enterprise IT environment.
- Working knowledge of Microsoft Windows, macOS, Microsoft 365, Active Directory, and common IT support tools.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to work independently and collaboratively while managing multiple priorities.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Tier III supportdesktop supporttroubleshootinguser account managementnetworkingcybersecurityservice managementincident reportingproblem-solvinganalytical skills
Soft skills
clear communicationcustomer-focused supportindependent workcollaborationtime managementability to manage multiple priorities
Certifications
CompTIA Security+Top Secret clearance