Computer User Support Specialist II - Help Desk with Security Clearance

Saalex Solutions - A Saalex Company; Keyport (WA); In loco; USD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health plans

Retirement plan

Life insurance

Paid time off

Disability coverage

Training & development

Wellness resources

Stock options

Descrizione del lavoro

Saalex Solutions - A Saalex Company in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 support in a DoD environment. Onsite, full-time, $60K-$90K with experience in Microsoft desktops and ServiceNow is required.

You will troubleshoot hardware, software, OS, and network issues, administer Active Directory, and support enterprise productivity tools while delivering professional customer service in a mission-oriented setting.

Competenze

• Minimum of two (2) years of experience providing Tier 2 IT support.
• Experience using ServiceNow or a comparable ITSM system to document, track, prioritize, and resolve incidents.
• 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 in an enterprise environment.
• User and computer account management.
• Password and account administration.
• Group membership and permissions.
• Basic troubleshooting of authentication and access issues.
• Knowledge of TCP/IP, DNS, DHCP, and basic network troubleshooting.
• Ability to diagnose technical issues, document resolutions, and escalate as needed.
• Strong written and verbal communication skills.

Mansioni

• Provide Tier 2 help desk and desktop support to end users.
• Receive, manage, prioritize, troubleshoot, and resolve incidents using ServiceNow.
• Document troubleshooting steps and resolutions in ServiceNow.
• Monitor assigned tickets to meet SLAs.
• Identify recurring incidents and contribute to knowledge articles and continuous improvement.
• Troubleshoot Windows workstations, applications, accounts, and connectivity issues.
• Configure, deploy, and maintain Microsoft desktop operating systems.
• Support Microsoft Office and other productivity applications.
• Administer Active Directory user and computer accounts, groups and permissions.
• Escalate complex issues to engineering, cybersecurity, or infrastructure teams.
• Provide professional, customer-focused technical support in a mission-oriented environment.
• Follow DoD, Navy, cybersecurity, CM, and ITSM policies.

Conoscenze

Tier 2 IT support

ServiceNow

Windows troubleshooting

Communication skills

Account management

Formazione

High School Diploma or GED

Strumenti

ServiceNow ITSM

Active Directory

Microsoft Windows OS

Microsoft Office

Security certifications

Descrizione del lavoro

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.

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.
• 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 as 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.
• ITIL Foundation Certification.
• High School Diploma or GED required.
• T5 Investigation is required. Requirements to obtain a clearance include US Citizenship, security investigation, etc.

Benefits

• Employer Paid Health Care Plans for Employees & Family
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Benefit