Computer User Support Specialist - Senior

The One 23 Group; Herndon (VA); On-site; USD 70,000 - 120,000; Full time

Job summary

The One 23 Group is seeking a Senior Computer User Support Specialist to lead on-site IT support at DeCA Headquarters. You will be the primary face of IT for over 2,000 users, handling hardware, software, and network issues with a focus on rapid, hands-on resolutions.

You will also manage asset lifecycles, mobile provisioning, and contribute to GFE/Cyber Security-related touch labor while maintaining high service standards for executive staff and VIPs.

Qualifications

• Hands-on IT desktop or customer support experience required.
• Understanding of Windows/Linux environments and network concepts.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Provide in-person, on-site desktop support to 2,000+ headquarters users, serving as the first point of contact for technical assistance.
• Resolve issues for desktops, laptops, multi-function devices, and IT peripherals.
• Perform hands-on troubleshooting, software installations, and system configurations.

Skills

Customer Service

Windows

Linux

Active Directory

DHCP

DNS

ITIL

Remote Troubleshooting

Touch Labor / Break/Fix

Security Clearance

Education

High School Diploma / GED

Associate’s degree (IT-aligned)

Bachelor’s degree (IT-aligned)

Tools

DEPO

BMC Remedy

ServiceNow

SolarWinds

Ivanti

Job description

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.

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.

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

• Customer Service/Support
• Windows/Linux
• Multi‑Function Devices
• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory
• DHCP
• DNS
• Microsoft Office Suite incl. SharePoint
• Touch Labor | Break/Fix
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)
• Excellent Oral/Written Communication

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.
• Security Clearance (Required): Secret