Computer User Support Specialist II - Help Desk

Saalex

Keyport (WA)

On-site

USD 60,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

Health care plan

Retirement plan

Life insurance

Paid time off

Disability

Training & development

Wellness resources

Stock option plan

Job summary

Saalex in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 desktop support in a DoD environment. The role emphasizes resolving hardware/software issues, Active Directory management, and enterprise productivity tools on Windows platforms, with ServiceNow ticketing and strong customer service.

The ideal candidate has at least two years of Tier 2 IT experience, cybersecurity tool knowledge, and relevant certifications; US citizenship or security clearance is required.

Qualifications

Two+ years of Tier 2 IT support experience with service desk tickets.
Experience with ServiceNow or similar ITSM for documenting and resolving incidents.
Hands-on Windows desktop OS experience and Office productivity apps.
Active Directory management and basic network troubleshooting.
Knowledge of cybersecurity tools and enterprise environments.
Strong written and verbal communication skills.

Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Use ServiceNow to document, prioritize, and resolve incidents and requests.
Maintain accurate ServiceNow ticket documentation and SLA adherence.
Troubleshoot Windows workstations, apps, accounts, and connectivity.
Configure and support Microsoft Office and desktop OS deployments.
Administer Active Directory accounts, groups, and permissions.
Coordinate with network and security teams for escalation as needed.

Skills

Tier 2 support

ServiceNow

Windows OS

Active Directory

Office apps

Network troubleshooting

Cybersecurity tools

Documentation

Communication skills

Security clearance

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Saalex is seeking aComputer User Support Specialist II inKeyport, 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

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 escalat
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

Desired: