Journeyman Computer User Support Specialist (Help Desk Support)
BRS
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Benefits offered by this job
Job summary
Eagle Integrated Services (EIS) is seeking a Journeyman Computer User Support Specialist to provide Tier 1–2 help desk support at Tyndall AFB, FL. You will diagnose hardware, software, and network issues, install systems, and assist users with account management and remote support tools.
You will work under supervision with opportunities to escalate to Tier 3 and contribute to knowledge base; required to hold SECRET clearance and CompTIA Security+ CE, with Windows and Office 365 proficiency.
Qualifications
- Three to five years of hands-on IT help desk or desktop support experience.
- Must hold CompTIA Security+ CE (or higher) to meet DoD 8140 IAT Level II requirements.
- Must possess and maintain a SECRET security clearance.
- Proficiency with Windows OS and Office 365; strong hardware and networking fundamentals.
Responsibilities
- Serve as primary point of contact for logging and tracking issues via phone, email, or tickets.
- Diagnose and resolve Tier 1–2 hardware, software, and network issues; use remote tools to assist users.
- Install, configure, and deploy systems using standard images; configure software and peripherals.
- Assist users with password resets, email setup, and access to network drives; manage basic AD tasks.
- Escalate complex incidents to Tier 3 and contribute to knowledge base with documentation.
Skills
Education
Tools
Job description
Tyndall AFB, FL 32403, USA
Posted Friday, August 7, 2026 at 5:00 AM
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.
- Typical Task List
- 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.
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.
A relevant industry certification is desired. Examples include:
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
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.
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
- discretionary profit sharing
- tuition reimbursement
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