Computer User Support Specialist – Junior (Night Shift, 11:00 PM - 7:30 AM)

The One 23 Group; Fort Lee (NJ); On-site; USD 42,000 - 60,000; Full time

Job summary

The 23 Group is seeking a Computer User Support Specialist to join the Global Support Center at DeCA IT. This entry-level role provides a foundation in IT support, with exposure to Tier 1 service desk tasks and a path to grow in a dynamic federal IT environment.

You will be the first point of contact for DeCA users, handling calls, creating tickets, and guiding users through basic troubleshooting on Windows, Linux, Office and related applications.

Qualifications

• Education & Experience: HS Diploma/GED + 2–3 years IT experience OR an Associate's degree or higher.
• DoD 8140 Foundational Certification: one of A+, CND, GFACT, GSEC, Network+ or Security+.
• Security Clearance: Minimum Public Trust.

Responsibilities

• First point of contact for DeCA users, Tier 1 phone support.
• Answer calls and route to appropriate queue.
• Create and manage support tickets and perform basic troubleshooting.
• Work with Windows, Linux, Office, and DeCA business apps.

Skills

Customer Service/Support

Windows OS

Cross-platform OS

Office Suite

Oral/Written Communication

Education

High School Diploma / GED + 2-3 years IT

Associate’s degree or higher

Tools

Active Directory

DHCP

DNS

Remote Troubleshooting

ITIL

Ticketing Systems (BMC Remedy/ServiceNow/SolarWinds/Ivanti)

DEPO

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.

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 use operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications.

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 + two (2) to three (3) years of experience in an IT role.

Associate’s degree or higher

• 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