Senior Computer User Support Specialist

Wood River Federal; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Wood River Federal seeks a Senior Computer User Support Specialist in San Antonio, TX to provide Tier 2/3 end-user support, lead incident management, and mentor junior technicians. The role includes handling escalations, complex hardware and OS issues, and contributing to SOPs and knowledge bases.

The ideal candidate brings 5–7 years in IT help desk, at least 2 years in a senior capacity, and relevant security and ITIL certifications to support DoD 8140 requirements and enterprise ITSM processes.

Qualifications

• 5–7 years of progressive IT help desk or desktop support experience.
• At least 2 years in a senior or lead technician capacity with mentoring responsibilities.

Responsibilities

• Serve as the lead escalation point for complex user-reported incidents.
• Diagnose and resolve advanced hardware and OS issues; manage complex software conflicts.
• Lead incident resolution during major outages and contribute to knowledge base improvements.
• Mentor junior staff, manage ticket queues, and ensure SLAs are met.

Skills

Leadership

Customer service

Problem solving

Communication

Incident management

Team mentoring

Technical troubleshooting

Education

CompTIA Security+ CE

ITIL Foundation Certification

Microsoft 365 Certified: Modern Desktop Administrator Associate

CompTIA Network+

Tools

ServiceNow

Active Directory

Windows 10/11

Job description

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

• 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.