DoD IT Support Specialist II — Tier 2, Onsite

Saalex

Keyport (WA)

On-site

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Saalex in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 desktop and end-user support in a DoD environment. The role focuses on troubleshooting Windows workstations, Office apps, AD accounts, and enterprise productivity tools, with ServiceNow ticketing and strict SLAs.

The ideal candidate has hands-on experience with Microsoft desktop environments, cybersecurity tools, and strong communication skills.

Qualifications

Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
Experience supporting Microsoft Office and other desktop productivity applications.
Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
Experience with Microsoft Active Directory, including: User and computer account management; Password and account administration; Group membership and permissions; Basic troubleshooting of authentication and access issues
Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
Ability to diagnose technical issues, identify root causes, document resolutions, and
Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
CompTIA Security+ and/or ISC2 SSCP
Current Microsoft Desktop Operating System certification

Responsibilities

Provide Tier 2 help desk and desktop support to end users.
Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
Support Microsoft Office and other enterprise productivity applications.
Administer Active Directory user and computer accounts, groups, permissions, and related access.
Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
Support and troubleshoot approved endpoint security and defense tools.
Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
Provide professional, customer-focused technical support in a mission-oriented environment.
Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures