Journeyman Computer User Support Specialist (Help Desk Support)

Sweeping Corporation of America; San Antonio (TX); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Paid holidays

Paid time off including sick and VAC

Medical, dental and vision insurance

Flexible spending accounts

Short and long term disability

Company paid life insurance

401(k) with company match

Discretionary profit sharing

Tuition reimbursement

Job summary

Eagle Integrated Services in the United States is seeking a Journeyman Computer User Support Specialist (Help Desk). The role provides Tier 1/2 support for hardware, software, and network issues, with remote troubleshooting and system imaging.

You’ll help users with account management and basic training while escalating complex incidents to Tier 3. The position requires 3–5 years in IT support, Windows and Office 365 proficiency, and a current Security+ CE with SECRET clearance.

Qualifications

• Three to five years of hands-on IT help desk or desktop support.
• Experience troubleshooting hardware and software in a professional environment.
• Current CompTIA Security+ CE certification to meet DoD 8140 requirements for IAT Level II.
• Must possess and maintain a SECRET security clearance.
• Proficiency with Windows 10/11 and the Microsoft Office 365 suite.
• Strong hardware troubleshooting skills for PCs, laptops, and peripherals.
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory for user account management.
• Experience using ITSM ticketing systems (ServiceNow, Remedy) and remote desktop tools.
• Excellent customer service, communication, and problem-solving skills.

Responsibilities

• Incident response and troubleshooting: log, track, and resolve issues via phone, email, or ticketing system.
• Diagnose Tier 1 and Tier 2 issues including hardware, software, and network problems.
• Use remote support tools to resolve user issues promptly.
• System installation and configuration with standard images and software.
• Setup peripherals and ensure proper functionality of devices.
• Assist users with tasks like password resets, email config, and network drive access.
• Manage simple Active Directory tasks such as unlocking accounts and resets.
• Escalate complex incidents to Tier 3 and contribute to knowledge base and documentation.

Skills

Windows 10/11

Office 365

Active Directory

ITSM ticketing

Remote desktop

Customer service

Networking basics

Education

CompTIA Security+ CE

SECRET security clearance

CompTIA A+

CompTIA Network+

Microsoft 365 Certified: Modern Desktop Administrator Associate

Tools

ServiceNow

Remedy

Remote desktop tools

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:

Incident Response and Troubleshooting

• 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.

System Installation and Configuration

• 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.

User Support and Account Management

• 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.

Escalation and Documentation

• 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:

EIS offers a competitive benefits package to include: 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 and discretionary profit sharing and tuition reimbursement.