Computer User Support Specialist II - Help Desk

Saalex

Northern (KY)

Hybrid

USD 60,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

Health care plan

Retirement plan

Life insurance

Paid time off

Disability insurance

Training & development

Wellness resources

Stock options

Job summary

Saalex is seeking a Computer User Support Specialist II to provide Tier 2 support in a DoD environment from Keyport, WA. The role focuses on troubleshooting hardware, software, operating systems, accounts, and network connectivity issues with ServiceNow ticketing and SLA adherence.

The candidate must have hands-on experience with Microsoft desktop environments, Office applications, Active Directory, and enterprise security tools, with the ability to diagnose root causes and communicate clearly

Qualifications

Minimum 2 years of Tier 2 IT support experience.
Experience using ServiceNow or similar ITSM system.
Experience configuring and troubleshooting Microsoft desktop OS.
Experience supporting Microsoft Office and desktop productivity apps.
Knowledge of enterprise cybersecurity tools and practices.
Experience with Active Directory user/computer management and permissions.
Familiarity with basic network concepts (TCP/IP, DNS, DHCP).
Strong written and verbal communication skills.

Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Document, track, prioritize, and resolve incidents in ServiceNow.
Maintain accurate ticket documentation and SLA compliance.
Monitor and manage ServiceNow tickets for timely resolution.
Identify recurring issues and contribute to knowledge articles.
Troubleshoot Windows workstations, accounts, and connectivity issues.
Configure and maintain Microsoft desktop OS and Office apps.
Administer Active Directory accounts, groups, and permissions.
Coordinate with network staff for escalation when needed.
Support endpoint security tools and security best practices.
Escalate complex issues to engineering or security teams.

Skills

ServiceNow ITSM

Tier 2 support

Active Directory

Windows OS

Microsoft Office

Network troubleshooting

Security tools

Customer service

Education

High School Diploma or GED

Tools

Windows 10/11

Office 365

AD tools

Job description

Saalex is seeking aComputer User Support Specialist II inKeyport, WA.

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 escalated 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