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Open nowPosted 17 days ago

Computer User Support Specialist II - Help Desk

Workable (global search)108,016 open roles

Where
Keyport, WA, United States
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Your applicationOpen nowComputer User Support Specialist II - Help DeskWorkable (global search) · Keyport, WA, United States

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 17 days ago

Workable (global search) median: 7 days open

The posting

Saalex is seeking a Computer User Support Specialist II in Keyport, WA. Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services.

Position Type: Full Time

Salary: $60K – $90K annually (depending on experience)

Work Location: Onsite.

Position Overview:

We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.

The position requires hands-on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.

Key Responsibilities

  • Provide Tier 2 help desk and desktop support to end users.
  • Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
  • Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
  • Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
  • Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
  • Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
  • Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
  • Support Microsoft Office and other enterprise productivity applications.
  • Administer Active Directory user and computer accounts, groups, permissions, and related access.
  • Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
  • Support and troubleshoot approved endpoint security and defense tools.
  • Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
  • Provide professional, customer-focused technical support in a mission-oriented environment.
  • Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures

Requirements

Required Qualifications:

  • Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
  • Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
  • Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
  • Experience supporting Microsoft Office and other desktop productivity applications.
  • Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
  • Experience with Microsoft Active Directory, including:
  • User and computer account management
  • Password and account administration
  • Group membership and permissions
  • Basic troubleshooting of authentication and access issues
  • Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
  • Ability to diagnose technical issues, identify root causes, document resolutions, and escalate issues when appropriate.
  • Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
  • CompTIA Security+ and/or ISC2 SSCP
  • Current Microsoft Desktop Operating System certification

Desired:

  • ITIL Foundation Certification

Education:

High School Diploma or GED required.

Security Clearance:

  • T5 Investigation is required. Requirements to obtain a clearance include US Citizenship, security investigation, etc.

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability
  • Training & Development
  • Wellness Resources
  • Stock Option Plan
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