Computer User Support Specialist II - Help Desk

Saalex Corporation

Keyport (NJ)

On-site

USD 60,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Short Term & Long Term Disability

Training & Development

Wellness Resources

Stock Option Plan

Job summary

Saalex Corporation in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 desktop support in a DoD environment. You will troubleshoot hardware, software, OS, accounts, and network connectivity issues with responsive customer service.

The role requires hands-on experience with Microsoft desktop environments, enterprise productivity apps, Active Directory, ServiceNow ITSM, and endpoint security tools, ensuring timely ticket resolution and strong user support.

Qualifications

Two years of experience providing Tier 2 IT support.
Experience with ServiceNow or similar ITSM ticketing system.
Experience configuring and troubleshooting Microsoft desktop OS.
Experience supporting Microsoft Office and productivity apps.
Knowledge of desktop cybersecurity tools in an enterprise environment.
Experience with Active Directory user/computer management and permissions.
Knowledge of basic network connectivity (TCP/IP, DNS, DHCP).
Strong written and verbal communication skills.
Hold CompTIA Security+ and/or ISC2 SSCP certifications.
Current Microsoft Desktop OS certification.

Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Manage, prioritize, troubleshoot, and resolve incidents in ServiceNow.
Maintain ServiceNow ticket documentation, including troubleshooting steps and resolution details.
Monitor assigned ServiceNow tickets to ensure timely resolution and SLAs.
Identify recurring incidents and contribute to knowledge articles.
Troubleshoot Windows workstation, application, account, and connectivity issues.
Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
Support Microsoft Office and other enterprise productivity applications.
Administer Active Directory accounts, groups, permissions, and related access.
Troubleshoot basic network connectivity and coordinate escalations.
Support and troubleshoot approved endpoint security tools.
Escalate complex or recurring issues to engineering, cybersecurity, or infrastructure teams.
Provide professional, customer‑focused technical support in a mission‑oriented environment.
Follow DoD, Navy, cybersecurity, and IT service management policies and procedures.

Skills

Tier 2 IT support experience

Strong communication skills

Education

High School Diploma or GED

Tools

ServiceNow

Active Directory

Microsoft Office

Windows OS

Endpoint security tools

Job description

Saalex is seeking a Computer User Support Specialist II in Keyport, WA. Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services.

Position Type: Full Time

Salary: $60K - $90K annually (depending on experience)

Work Location: Onsite.

Position Overview

We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.

The position requires hands‑on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.

Key Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service‑level requirements (SLAs).
Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
Support Microsoft Office and other enterprise productivity applications.
Administer Active Directory user and computer accounts, groups, permissions, and related access.
Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
Support and troubleshoot approved endpoint security and defense tools.
Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
Provide professional, customer‑focused technical support in a mission‑oriented environment.
Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures

Requirements

Required Qualifications:

Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
Experience supporting Microsoft Office and other desktop productivity applications.
Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
Experience with Microsoft Active Directory, including:
- User and computer account management
- Password and account administration
- Group membership and permissions
- Basic troubleshooting of authentication and access issues
Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
Ability to diagnose technical issues, identify root causes, document resolutions, and elevate issues when appropriate.
Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
CompTIA Security+ and/or ISC2 SSCP
Current Microsoft Desktop Operating System certification