Computer User Support Specialist - Journeyman (Day Shift, Sun - Thu, 7:00 AM - 3:30 PM)

RiseMe; Fort Lee (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

The One 23 Group supports DeCA Headquarters in a high-availability Global Support Center. This Tier 2 role handles elevated calls, remote diagnostics, and ticket-based incident management for 14,000+ users and 6,000+ devices across the DCOE boundary.

Responsibilities include advanced AD tasks, VPN connectivity support, and coordination with higher-tier teams for outages, ensuring timely remediation and accurate ticket documentation.

Qualifications

• Advanced call center/inbound & escalation handling experience.
• Tier 2 incident and work order management with documentation.
• Advanced remote diagnostics and troubleshooting across Windows 10/11.
• Active Directory tasks including authentication, groups, OU, and account lockouts.
• Experience with VPN, Teams, and collaboration tools.
• Experience with ServiceNow or Remedy ticketing systems.

Responsibilities

• Handle complex issues escalated from Tier 1 and own resolution.
• Prioritize incidents by severity, document steps, and update tickets.
• Conduct remote diagnostics to resolve OS, software, and network issues.
• Perform advanced AD tasks and manage account/access issues beyond self-service.
• Provide support for VPN and collaboration tools for remote workers.
• Coordinate with higher-tier teams for outages and escalated fixes.

Skills

Escalation handling

Advanced phone support

Remote diagnostics

Active Directory

VPN & remote access

Team collaboration

Education

Associate degree or higher

High School Diploma + 3 years experience

Tools

ServiceNow/Remedy

MECM/SCCM

Cisco AnyConnect

Microsoft Teams

Cisco Jabber

Active Directory

GPO

TCP/IP/DNS/DHCP

Job description

Description

As a Journeyman Computer User Support Specialist (Tier 2) with The One 23 Group, you will serve in an advanced service desk capacity within the Global Support Center at DeCA Headquarters. In this call center role, you will deliver elevated phone, remote, and ticketed technical support to more than 14,000 DeCA personnel across commissaries and headquarters worldwide, supporting approximately 6,000 endpoint devices within the Desktop Common Operating Environment (DCOE) boundary.

Operating in a higher-capacity service desk and call center role than entry-level personnel, you will handle complex troubleshooting calls, investigate difficult incidents escalated from Tier 1, and conduct advanced remote diagnostic sessions. Your primary focus is resolving software, operating system, network, account, and business application incidents remotely, ensuring proper ticket categorization, and bridging technical issues to specialized higher-tier engineering groups or on-site field technicians when physical intervention is required.

Requirements

Advanced Call Center Inbound & Escalation Handling: Answer and manage incoming phone calls routed to the queue from DeCA end-users; investigate, take ownership of, and resolve complex issues that cannot be remediated through standard Tier 1 scripts or initial triage.

Tier 2 Incident & Work Order Management: Work and prioritize assigned incident tickets and work orders based on severity, business impact, and ticket age; thoroughly document troubleshooting steps, diagnostic findings, and solutions within the enterprise ticketing system (ServiceNow/Remedy) to meet all contract Acceptable Quality Levels (AQLs).

Advanced Remote Diagnostics & Troubleshooting: Conduct interactive remote desktop sessions (utilizing approved remote assistance tools) to diagnose and resolve operating system faults, software conflicts, registry/profile corruptions, and network connectivity issues across Windows 10/11 workstations and laptops.

User Account & Privileged Access Administration: Perform advanced Active Directory (AD) tasks, including diagnosing complex user authentication failures, modifying group memberships, managing security permissions, validating OU placement, and handling account lockouts or profile resets beyond entry-level self-service capabilities.

Mobile & Remote Connectivity Support: Provide phone and remote troubleshooting for remote workers and mobile end-users experiencing connection failures with Cisco Any-Connect VPN, Microsoft Teams, and Cisco Jabber.

Business Application Support & Higher-Tier Coordination: Provide functional Tier 2 support across core DeCA business applications; when systemic software, database, or infrastructure outages occur, coordinate directly with higher-tier engineering and infrastructure elements to ensure ticketed resolution.

Client Health & Software Deployment Verification: Verify endpoint communication with management systems (MECM/SCCM) via remote tools; re-initiate failed software packages, trigger client-side policy updates, and troubleshoot local agent communication errors remotely.

Tier 1 Mentorship & Escalation Guidance: Serve as an escalation resource and technical reference for Tier 1 service desk specialists; provide real-time guidance on ticket categorization, troubleshooting techniques, and standard operating procedures.

Cybersecurity Incident Triage & Log Escalation: Triage user-reported security anomalies, suspicious emails, or endpoint security alerts received at the service desk; document indicators and immediately elevate security incidents and log abnormalities.

Knowledge & Skills

Demonstrated experience in an IT service desk, technical call center, or remote enterprise support environment handling Tier 2 escalations.

Strong advanced phone customer service skills, with the ability to maintain composure, de-escalate difficult technical issues, and guide non-technical users remotely.

In-depth technical knowledge of Windows 10/11 Enterprise operating systems, core registry settings, file systems, user profiles, and command-line diagnostics.

Practical experience troubleshooting enterprise remote access tools, VPN clients (Cisco Any-Connect), and collaboration platforms (Microsoft Teams, Cisco Jabber).

Working knowledge of Active Directory Users and Computers, Group Policy Objects (GPO) application, and standard network protocols (TCP/IP, DNS, DHCP).

Proficiency with enterprise IT Service Management ticketing suites (ServiceNow, BMC Remedy/Helix) for tracking, categorizing, and escalating incidents.

Familiarity with client-side verification of enterprise management tools (such as verifying MECM/SCCM agent health and software center installations).

Qualifications

Education & Experience:

Associate degree (or higher) or High School Diploma / GED plus three (3) years of documented hands-on technical experience in a Windows Computing Environment.

Baseline Certification:

Must hold an active DoD Approved 8140 Baseline Certification at the Intermediate level or higher prior to starting work. Qualifying examples include: CompTIA Security+ CE, CompTIA CySA+, CASP+ CE, (ISC)² SSCP, CCNA-Security, GIAC GSEC, or GICSP.

Computing Environment (CE) Requirement:

Must meet environment-specific resident requirements for the operating systems and tools.

Security Clearance & Eligibility:

Minimum Clearance: Active DoD Secret Clearance (favorable T3 background investigation) required prior to the first day of performance.

Citizenship: Must be a U.S. citizen capable of obtaining and maintaining a Common Access Card (CAC).