Senior Computer User Support Specialist

Labor Category (203): Senior Computer User Support Specialist
1. Labor Category Description
The Senior Computer User Support Specialist is a highly experienced IT professional and a lead
technical resource responsible for providing advanced (Tier 2/Tier 3) end-user support and
resolving complex technical issues that are beyond the scope of junior help desk personnel. This
role serves as the final escalation point for all client-side hardware, software, and connectivity
problems, leveraging deep technical knowledge to ensure user productivity and satisfaction. In
addition to expert-level troubleshooting, the Senior Specialist leads incident management efforts,
mentors other support technicians, and contributes to the improvement of support processes and
documentation.

2. Typical Task List
Advanced Incident Resolution (Tier 2/3):
Serve as the primary escalation point for the most complex and time-sensitive
user-reported incidents.
Diagnose and resolve advanced hardware issues, operating system errors (e.g.,
registry, file system corruption), and complex software compatibility conflicts.
Utilize advanced diagnostic tools and log analysis to perform root cause analysis
on persistent and challenging technical problems.
Lead technical resolution efforts during widespread, user-impacting incidents,
such as a faulty software patch or a major application outage.

Team Leadership and Mentorship:
Provide on-the-job training, technical guidance, and mentorship to junior and
journeyman Help Desk staff.
Act as a shift or team lead, managing ticket queues, assigning tasks, and ensuring
service level agreements (SLAs) are met.
Review and approve knowledge base articles and technical documentation created
by other team members.

Process Improvement and Knowledge Management:
Identify trends in incident reports to assist in problem management,
recommending permanent solutions to reduce recurring issues.
Develop and maintain Standard Operating Procedures (SOPs), troubleshooting
guides, and technical knowledge base articles for the support team.
Collaborate with other IT teams (e.g., Server, Network) to test and provide
feedback on new software, hardware, and system images before enterprise-wide
deployment.

VIP and Executive Support:
Provide dedicated, "white-glove" technical support for senior leadership and other
designated VIPs, ensuring a rapid and effective response to their technical needs.

3. Minimum Qualifications / Requirements
Experience:
A minimum of five (5) to seven (7) years of progressive, hands-on experience in
an IT help desk or desktop support role.
At least two (2) years of this experience must be in a senior or lead technician
capacity, with responsibility for mentoring staff and handling escalated issues.

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):
At least one relevant industry certification is highly desired. Examples include:
Microsoft 365 Certified: Modern Desktop Administrator Associate
CompTIA Network+
ITIL Foundation Certification

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

Technical Skills:
Expert-level knowledge of Microsoft Windows operating systems (Windows
10/11) and the Microsoft Office 365 suite.
Advanced hardware troubleshooting skills and the ability to diagnose complex
system-level problems.
Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
sufficient to diagnose client-side network issues.
Proficiency with Active Directory for user and computer object management.
Experience leading and triaging incidents within an enterprise IT Service
Management (ITSM) platform (e.g., ServiceNow).
Excellent leadership, communication, and customer service skills.