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

The One 23 Group; Fort Lee (NJ); On-site; USD 45,000 - 55,000; Full time

Job summary

The 23 Group is recruiting an entry-level Computer User Support Specialist to join the Global Support Center, the main IT support hub for DeCA. You will handle Tier 1 calls, create tickets, and walk users through basic troubleshooting while gaining exposure to Windows, Linux, Office, and Defense applications.

No prior experience is required; comprehensive training is provided to launch your IT career in a professional environment.

Qualifications

• Show basic IT knowledge and willingness to learn in a Defense IT environment.
• Experience with ticketing systems or a willingness to learn on the job.
• Strong communication and customer service skills.

Responsibilities

• Serve as the first point of contact for DeCA users (Tier 1).
• Answer calls, create and manage support tickets, and guide users through basic troubleshooting.
• Gain exposure to Windows/Linux, Office Suite, and DeCA applications.

Skills

Customer service

Windows

MacOS

Linux

Office Suite

Communication

Remote support

ITIL basics

Education

High School + 1 year IT/Cyber

Associate degree in Cyber Security/IT/CS/IS

Tools

BMC Remedy

ServiceNow

SolarWinds

Ivanti

Job description

Description

As a Computer User Support Specialist at The 23 Group, you will begin your IT career as a key member of the Global Support Center, the central point for the Defense Commissary Agency’s (DeCA) IT support. This is an entry‑level opportunity to join a dynamic team and develop fundamental IT skills.

In this role, you will be the first point of contact for DeCA users, providing friendly and helpful Tier 1 phone support. Your primary responsibilities will include answering calls, creating and managing support tickets, and walking users through basic troubleshooting steps for a variety of systems and software. You'll gain exposure operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications. This position is focused on developing your customer service and remote support skills in a professional IT environment. No prior experience is necessary; we provide the training and support you need to start your career in Information Technology.

Requirements

• Provide Service Desk support (Tier 1)
• Answer all calls routed or transferred to their respective calling queue
• Create and manage support tickets
• Basic remote troubleshooting

Knowledge must include

• Primary:
  • Customer Service/Support
  • Windows/MacOS/Linux/Unix/Chrome/Android
  • Networked Printers/Multi-Function Devices
  • Microsoft Office Suite incl. SharePoint
  • Excellent Oral/Written Communication
• Secondary:
  • Mobile Device Support
  • Defense Enterprise Provisioning Online (DEPO)
  • Active Directory
  • DHCP
  • DNS
  • Remote Troubleshooting
  • Hardware/Software Troubleshooting
  • Information Technology Infrastructure Library (ITIL)
  • Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Required Qualifications

• Education & Experience (Must meet ONE of the following):
  • High School Diploma / GED + one (1) year of experience in an IT or Cybersecurity role.
  • Associate’s degree (must be aligned: Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering)
• DoD 8140 Foundational Certification (Must possess ONE of the following):
  • A+, CND, GFACT, GSEC, Network+, or Security+
  • Computing Environment Certification: Provided onsite
  • Security Clearance (Required):
    • Minimum Public Trust