Computer User Support Specialist – Junior (Swing Shift, Sun - Thu, 3:00 PM - 11:30 PM)

The One 23 Group Inc.; Fort Lee (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

The 23 Group is seeking an entry‑level Computer User Support Specialist to join the Global Support Center for the Defense Commissary Agency (DeCA). You will be the first point of contact for DeCA users, delivering friendly Tier 1 phone support, creating and managing tickets, and guiding users through basic troubleshooting across Windows, Linux, and Office applications.

You will work with a variety of systems and DeCA business apps, handling remote troubleshooting and ticketing.

Qualifications

• High School Diploma / GED + 2–3 years of IT experience OR Associate’s degree or higher.
• DoD 8140 Foundational Certification: A+, CND, GFACT, GSEC, Network+ or Security+ OR Computing Environment Certification provided onsite.
• Security Clearance: Minimum Public Trust.
• Knowledge areas include: Customer Service/Support, Windows/MacOS/Linux/Unix/Chrome/Android, Networked Printers/Multi-Function Devices, MS Office Suite incl. SharePoint, and excellent communication.

Responsibilities

• Provide Tier 1 Service Desk support.
• Answer calls and route to appropriate queue.
• Create and manage support tickets.
• Perform basic remote troubleshooting.

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 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):

o A+, CND, GFACT, GSEC, Network+, or Security+

o Computing Environment Certification: Provided onsite

Security Clearance (Required):

o Minimum Public Trust