Provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
Handles problems that the first-tier help desk support is unable to resolve.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Maintains currency and high level of technical skill in field of expertise.
Technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
Installs and tests personal computers, printers, and other peripherals, configures operating system, load shrink-wrap programs and other application software programs.
Troubleshoots printer, computer, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
Other duties as assigned.

AA/AS degree from an accredited college in a related discipline, or equivalent experience/combined education.
4+ years of professional, applicable experience.
Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.
Must have valid driver's license.
Interim Secret Clearance required prior to start.
Experience supporting Windows 10, and MS Office 2013.
Experience using Remedy or a similar ticketing system.
Must be able to pass a background check.
May require additional background checks as required by projects and/or clients at any time during employment.

Journeyman Computer User Support Specialist

About this role