Computer User Support Specialist - Journeyman (Night Shift, Tue - Sat, 11:00 PM - 7:30 AM)

RiseMe; Fort Lee (NJ); On-site; USD 75,000 - 105,000; Full time

Job summary

The One 23 Group at DeCA Headquarters seeks an experienced Journeyman Computer User Support Specialist (Tier 2) to provide elevated support to over 14,000 DeCA personnel worldwide from the Global Support Center. You will handle complex incidents, remote diagnostics, and coordination with higher tiers to resolve issues involving Windows 10/11, AD, VPN, and business applications.

You must have an Associate degree or higher with three years of Windows computing experience, DoD Baseline Intermediate

Qualifications

• Educational requirement: Associate degree or higher plus three years of hands-on Windows computing experience.
• Active DoD 8140 Baseline Certification at Intermediate level or higher (examples: Security+ CE, CySA+, CASP+ CE, SSCP, CCNA-Security, GIAC GSEC).
• Active DoD Secret clearance; U.S. citizen eligible for CAC; environment requires DoD clearance prior to starting work.

Responsibilities

• Provide advanced Tier 2 support via phone, remote, and ticketing systems.
• Escalate issues to higher-tier engineering and coordinate with field technicians when needed.
• Diagnose OS, software, network, account, and business application incidents remotely.
• Perform advanced AD tasks, manage group memberships and account lockouts beyond Tier 1 scope.
• Support remote workers with VPN (Cisco AnyConnect), Teams, and Cisco Jabber.
• Coordinate with infrastructure for outages and verify MECM/SCCM agent health and software deployments.
• Mentor Tier 1 staff and guide incident categorization and SOP adherence.

Skills

IT service desk experience

Phone support

Windows 10/11 administration

Remote diagnostics

Active Directory

ServiceNow/Remedy ticketing

Cybersecurity incident triage

Education

Associate degree

High School Diploma / GED

Tools

ServiceNow

BMC Remedy/Helix

Cisco AnyConnect VPN

Microsoft Teams

Cisco Jabber

MECM/SCCM

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).