Senior Computer User Support Specialist

Wood River Federal, LLC; San Antonio (TX); Presencial; USD 85.000 - 120.000; Jornada completa

Descripción de la vacante

Wood River Federal, LLC is seeking a Senior Computer User Support Specialist to provide advanced Tier 2/3 end-user support, lead incident management, and mentor junior staff. The role focuses on complex hardware, OS, and software issues with enterprise-scale incident response and process improvements.

Candidates should have 5–7 years in IT support, Security+ CE, DoD clearance eligibility, and ITSM experience with ServiceNow, Active Directory, and Microsoft 365.

Formación

• Five to seven years in IT help desk or desktop support.
• Two years in senior/lead technician capacity with mentoring duties.
• CompTIA Security+ CE must have DoD 8140 IAT Level II eligibility.
• Security clearable to DoW level and able to obtain clearance.

Responsabilidades

• Lead Tier 2/3 incident resolution and root-cause analysis.
• Mentor and guide junior staff; manage ticket queues and SLAs.
• Develop SOPs and knowledge articles; maintain docs for the team.
• Coordinate with Server/Network teams on deployments and tests.
• Provide VIP and executive user support with rapid response.

Conocimientos

Windows OS expertise

Office 365 administration

Networking TCP/IP DNS DHCP VPN

Active Directory management

ITSM leadership & incident triage

VIP/executive IT support

Educación

CompTIA Security+ CE

Microsoft 365 Certified: Modern Desktop Administrator Associate

CompTIA Network+

ITIL Foundation Certification

Herramientas

ServiceNow ITSM

Descripción del empleo

Labor Category (203): Senior Computer User Support Specialist

1. Labor Category Description

The Senior Computer User Support Specialist is a highly experienced IT professional and a lead
technical resource responsible for providing advanced (Tier 2/Tier 3) end-user support and
resolving complex technical issues that are beyond the scope of junior help desk personnel. This
role serves as the final escalation point for all client-side hardware, software, and connectivity
problems, leveraging deep technical knowledge to ensure user productivity and satisfaction. In
addition to expert-level troubleshooting, the Senior Specialist leads incident management efforts,
mentors other support technicians, and contributes to the improvement of support processes and
documentation.

2. Typical Task List

• Advanced Incident Resolution (Tier 2/3):
• Serve as the primary escalation point for the most complex and time-sensitive user-reported incidents.
• Diagnose and resolve advanced hardware issues, operating system errors (e.g., registry, file system corruption), and complex software compatibility conflicts.
• Utilize advanced diagnostic tools and log analysis to perform root cause analysis on persistent and challenging technical problems.
• Lead technical resolution efforts during widespread, user-impacting incidents, such as a faulty software patch or a major application outage.

Team Leadership and Mentorship

• Provide on-the-job training, technical guidance, and mentorship to junior and journeyman Help Desk staff.
• Act as a shift or team lead, managing ticket queues, assigning tasks, and ensuring service level agreements (SLAs) are met.
• Review and approve knowledge base articles and technical documentation created by other team members.

Process Improvement and Knowledge Management

• Identify trends in incident reports to assist in problem management, recommending permanent solutions to reduce recurring issues.
• Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and technical knowledge base articles for the support team.
• Collaborate with other IT teams (e.g., Server, Network) to test and provide feedback on new software, hardware, and system images before enterprise-wide deployment.

VIP and Executive Support

• Provide dedicated, "white-glove" technical support for senior leadership and other designated VIPs, ensuring a rapid and effective response to their technical needs.

3. Minimum Qualifications / Requirements

Experience

A minimum of five (5) to seven (7) years of progressive, hands-on experience in an IT help desk or desktop support role.

At least two (2) years of this experience must be in a senior or lead technician capacity, with responsibility for mentoring staff and handling escalated issues.

Certifications (Baseline)

Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.

Certifications (Computing Environment - Desired)

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA Network+
• ITIL Foundation Certification

Security Clearance

Must be able to obtain and maintain a DoW Security Clearance

Technical Skills

• Expert-level knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
• Advanced hardware troubleshooting skills and the ability to diagnose complex system-level problems.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) sufficient to diagnose client-side network issues.
• Proficiency with Active Directory for user and computer object management.
• Experience leading and triaging incidents within an enterprise IT Service Management (ITSM) platform (e.g., ServiceNow).
• Excellent leadership, communication, and customer service skills.