Journeyman Computer User Support Specialist

Labor Category Description:
The Journeyman Computer User Support Specialist is a skilled, hands-on technical professional responsible for providing comprehensive Tier 1 and Tier 2 technical support to end-users. They serve as a primary point of contact for troubleshooting and resolving hardware, software, and network connectivity issues. Working under the general supervision of a senior specialist or Help Desk lead, they independently handle a wide variety of incidents and service requests, applying established procedures and their technical knowledge to restore service for users efficiently. This role is crucial for maintaining user productivity and satisfaction across the organization.

Typical Task List

Incident Response and Troubleshooting:
- Serve as a primary point of contact for receiving, logging, and tracking all user-reported technical issues via phone, email, or ticketing system.
- Diagnose and resolve a wide range of Tier 1 and Tier 2 technical issues, including hardware faults (desktops, laptops, peripherals), software errors (operating systems, business applications), and network connectivity problems.
- Utilize remote support tools to effectively troubleshoot and resolve user issues in a timely manner.
     

System Installation and Configuration:
- Install, configure, and deploy new computer systems using standard system images.
- Install and configure approved software applications and ensure proper functionality.
- Set up and configure peripheral devices, such as printers, monitors, and docking stations.
     

User Support and Account Management:
- Assist users with common tasks, including password resets, email configuration (e.g., Outlook), printer setup, and accessing network drives.
- Perform basic user account management in Active Directory, such as unlocking accounts and resetting passwords.
- Provide guidance and basic training to users on the use of standard hardware and software.
     

Escalation and Documentation:
- Escalate complex incidents that require administrator-level access or specialized knowledge to the appropriate Tier 3 teams (e.g., Network Operations, Server Administration, Cybersecurity).
- Contribute to the IT knowledge base by creating and updating technical documentation, user guides, and troubleshooting procedures.
- Document all troubleshooting steps and resolutions clearly and accurately in the IT Service Management (ITSM) ticketing system.

Minimum Qualifications / Requirements

Experience:

A minimum of three (3) to five (5) years of hands-on experience in an IT help desk or desktop support role.
Demonstrated experience troubleshooting a wide range of hardware and software issues in a professional environment.
     

Certifications (Baseline):
Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.
     

Certifications (Computing Environment - Desired):
A relevant industry certification is desired. Examples include: CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate
     

Security Clearance:
 Must be able to obtain and maintain DoW Security Clearance
   

Technical Skills:
- Proficiency with Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
- Strong hardware troubleshooting skills for PCs, laptops, and common peripherals.
- Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP).
- Experience with Active Directory for user account management.
- Experience using IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote desktop tools.
- Excellent customer service, communication, and problem-solving skills.