Computer User Support Specialist - Senior

The One 23 Group; Fort Lee (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

The One 23 Group is seeking a Senior Computer User Support Specialist to join the Global Support Center at DeCA Headquarters. You will deliver expert in-person IT support for a large user base, including senior leaders, handling hardware, software, and network issues with urgency.

Responsibilities include asset management, provisioning of mobile devices, and full lifecycle support of user computing equipment, following ITIL processes and security guidelines.

Qualifications

• DEPO knowledge and formal IT provisioning experience.
• Remote troubleshooting across desktops and networks.
• Hardware and software troubleshooting in a fast-paced environment.
• ITIL framework familiarity and best practices.
• Experience with enterprise ticketing systems ( Remedy/ServiceNow ).

Responsibilities

• Walk-Up (In-Person) Support to over 2,000 headquarters users as first contact for IT issues.
• Troubleshoot desktops, laptops, peripherals, and multi-function devices on-site.
• Provide hands-on break/fix, software installs, and system configurations.
• Serve as escalation point for complex incidents and SES/VIP support.
• Support Government Furnished Equipment (GFE) compliance and cyber-related touch labor.

Skills

DEPO

Remote Troubleshooting

Hardware/Software Troubleshooting

ITIL

Ticketing Systems

Education

High School Diploma / GED

Associate’s degree (IT-aligned)

Bachelor’s degree (IT-aligned)

Tools

BMC Remedy

ServiceNow

SolarWinds

Ivanti

Job description

All Jobs > Computer User Support Specialist - Senior

Computer User Support Specialist - Senior
Fort Lee, VA

Description

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of War, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

Position Overview

As a Senior Computer User Support Specialist, you will be a key leader within the Global Support Center, the nucleus of DeCA’s IT infrastructure support operations. This role is centered on providing expert-level, hands-on technical support through the Walk-Up Service Desk at DeCA Headquarters. You will be the primary face of IT for over 2,000 users, including senior leaders and VIPs, delivering immediate, in-person solutions for a wide range of hardware, software, and network issues. Your responsibilities go beyond standard troubleshooting to include asset management, mobile device provisioning, and the full lifecycle of user computing equipment.

Requirements

Responsibilities

Walk-Up (In-Person) Support:

• Provide in-person, on-site desktop support to over 2,000 headquarters users, serving as the first point of contact for technical assistance.
• Address and resolve a wide range of issues for desktops, laptops, multi-function devices, and other IT peripherals.
• Perform immediate troubleshooting and hands-on "touch labor" for break/fix situations, software installations, and system configurations.

Senior-Level Technical Support:

• Serve as a primary escalation point for the Global Support Center, resolving complex incidents that require advanced troubleshooting and hands-on intervention.
• Provide critical support to the Agency's Senior Executive Service (SES) and VIP members, delivering rapid, white-glove service for all computing and multimedia needs.
• Act as a member of the Government Furnished Equipment (GFE) Compliance workforce to perform “touch labor” for CLIN 007 (Cyber Security).

Knowledge/Experience must include:

• Defense Enterprise Provisioning Online (DEPO)
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Qualifications

Education & Experience (Must meet ONE of the following):

• High School Diploma / GED + three (3) years of experience in a hands-on IT desktop or customer support role.
• Associate’s degree (must be IT-aligned) + one (1) years of experience in a hands-on IT desktop or customer support role.
• Bachelor’s degree (must be IT-aligned) + one (1) year of experience in a hands-on IT desktop or customer support role.

Additional Qualifications:

• DoD 8140 Foundational Certification (Must possess ONE of the following): Security+, CND, GFACT or GSEC
• Computing Environment Certification: Must obtain at least one relevant CE certification within six months of hire (e.g., Microsoft 365 Certified: Endpoint Administrator Associate).
• Physical Requirement: Must be able to lift 25 lbs. unassisted.