Journeyman Computer User Support Specialist (Help Desk Support)

Eagle Integrated Services, LLC; Panama City (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid holidays

PTO

Medical

Dental Vision

Flexible spending accounts

Life Insurance

401(k) with match

Profit sharing

Tuition reimbursement

Job summary

Eagle Integrated Services is seeking a Journeyman Computer User Support Specialist (Help Desk) to deliver Tier 1 and Tier 2 support for end users. You will troubleshoot hardware, software, and network issues, and assist with password resets, user configurations, and AD account management.

Under supervision, you will use remote tools, log incidents in the ITSM system, document steps, and escalate complex cases to Tier 3. A strong service mindset and solid communication are essential.

Qualifications

• 3–5 years of hands-on IT help desk or desktop support experience.
• Experience troubleshooting hardware and software issues in a professional environment.
• Current CompTIA Security+ CE or higher for DoD 8140 IAT Level II.
• SECRET security clearance is required.
• Proficiency with Windows OS and Office 365.

Responsibilities

• Serve as primary contact for receiving, logging, and tracking user issues via phone, email, or ticketing system.
• Diagnose and resolve Tier 1 and 2 hardware, software, and network problems.
• Use remote tools to troubleshoot and restore services promptly.
• Install, configure, and deploy new computer systems and approved software.
• Manage peripherals and assist with password resets and email config.
• Manage AD user accounts, unlocking and password resets.
• Document steps and resolutions in the ITSM system; contribute to KBs.
• Escalate complex incidents to Tier 3 teams when needed.

Skills

Help desk support

Windows 10/11

Office 365

DNS/DHCP/TCP-IP

Active Directory

Customer service

Remote support

Problem solving

Tools

ServiceNow

Remedy

Active Directory

Job description

Eagle Integrated Services (EIS) is seeking a Journeyman Computer User Support Specialist (Help Desk Support).

The Journeyman Computer User Support Specialist is a skilled, hands-on technical professional responsible for providing comprehensive Tier 1 and Tier 2 technical support to end-users. They serve as a primary point of contact for troubleshooting and resolving hardware, software, and network connectivity issues. Working under the general supervision of a senior specialist or Help Desk lead, they independently handle a wide variety of incidents and service requests, applying established procedures and their technical knowledge to restore service for users efficiently. This role is crucial for maintaining user productivity and satisfaction across the organization.

What You’ll Do

• Serve as a primary point of contact for receiving, logging, and tracking all user-reported technical issues via phone, email, or ticketing system.
• Diagnose and resolve a wide range of Tier 1 and Tier 2 technical issues, including hardware faults, software errors, and network connectivity problems.
• Utilize remote support tools to troubleshoot and resolve user issues in a timely manner.
• Install, configure, and deploy new computer systems using standard system images.
• Install and configure approved software applications and ensure proper functionality.
• Set up and configure peripheral devices, such as printers, monitors, and docking stations.
• Assist users with common tasks, including password resets, email configuration, printer setup, and access to network drives.
• Perform basic user account management in Active Directory, such as unlocking accounts and resetting passwords.
• Provide guidance and basic training on standard hardware and software.
• Escalate complex incidents requiring administrator-level access or specialized knowledge to the appropriate Tier 3 teams.
• Contribute to the IT knowledge base by creating and updating technical documentation, user guides, and troubleshooting procedures.
• Document troubleshooting steps and resolutions clearly and accurately in the IT Service Management ticketing system.

What You Bring

Required:

• A minimum of three (3) to five (5) years of hands-on experience in an IT help desk or desktop support role.
• Demonstrated experience troubleshooting a wide range of hardware and software issues in a professional environment.
• Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.
• Must possess and maintain a SECRET security clearance.
• Proficiency with Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
• Strong hardware troubleshooting skills for PCs, laptops, and common peripherals.
• Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory for user account management.
• Experience using IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote desktop tools.
• Excellent customer service, communication, and problem-solving skills.

Preferred

• A relevant industry certification is desired. Examples include:
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified: Modern Desktop Administrator Associate

What We Offer

• paid holidays
• paid time off including sick and vacation leave
• medical
• dental and vision insurance
• flexible spending accounts
• short and long term disability
• company paid life insurance
• 401(k) with a company match
• discretionary profit sharing
• tuition reimbursement