Computer User Support Specialist II - Help Desk

Socket.dev

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 (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 Corp. is hiring a Computer User Support Specialist II in Keyport, WA to provide Tier 2 IT support in a DoD environment. The role troubleshoots hardware, software, OS, accounts, and network connectivity while delivering professional customer service.

Must have hands-on experience with Microsoft desktop environments, AD, and ServiceNow. Responsibilities include incident management in ServiceNow, ticket documentation, SLA adherence, and escalation as needed.

Qualifications

Minimum of two (2) years of experience providing Tier 2 IT support.
Experience using ServiceNow ITSM ticketing system.
Experience with Microsoft desktop OS deployment and troubleshooting.
Experience supporting Microsoft Office and enterprise productivity apps.
Working knowledge of desktop cybersecurity tools in an enterprise environment.
Experience with Active Directory user/computer accounts, groups, and permissions.
Knowledge of basic network connectivity troubleshooting.

Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Manage incidents and service requests using ServiceNow.
Document troubleshooting steps and resolutions in ServiceNow with proper categorization.
Monitor tickets to meet SLAs and ensure timely resolutions.
Identify recurring issues and contribute to knowledge base and problem management.
Troubleshoot Windows workstations, applications, accounts, and connectivity issues.
Configure, deploy, and maintain Microsoft desktop OS.
Support Microsoft Office and enterprise productivity apps.
Administer AD accounts, groups, permissions, and access.
Escalate complex issues to engineering or cybersecurity teams.
Provide professional, customer-focused support in a mission-oriented environment.
Follow DoD, Navy, ITSM policies and procedures.

Skills

Tier 2 support

Customer service

Strong communication

Troubleshooting skills

End-user support

Education

High School Diploma or GED

CompTIA Security+

ISC2 SSCP

Microsoft Desktop OS cert

Tools

ServiceNow

Active Directory

Microsoft Office

Endpoint security tools

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 escalate 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