Journeyman Computer User Support Specialist (eVIP)

Responsibilities Provide rapid-response, high-touch IT support to the Admiral and executive staff to resolve all hardware, software, and connectivity issues immediately. Diagnose, troubleshoot, and remediate problems on unclassified workstations, laptops, and peripheral hardware. Manage, configure, and troubleshoot enterprise mobility devices, including iPhones and iPads, ensuring continuous secure communications. Isolate complex technical issues and smoothly isolate classified system disruptions to the SIPR Helpdesk Lead for advanced resolution. Install, maintain, configure, and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, OneDrive, Teams), Adobe Acrobat, and core web mail environments. Administer user accounts, permissions, and group memberships utilizing Active Directory Users and Computers (ADUC). Image, configure, test, and deploy end-user workstations, printers, and associated desktop equipment. Provide robust remote technical support utilizing enterprise remote tools, Virtual Private Networks (VPN), and MANTA. Create, update, and track IT service requests from initiation through to complete remediation using enterprise ticketing platforms. Manage time efficiently and adapt rapidly to evolving technologies or high-pressure timelines inherent to an executive military environment. Qualifications High School with 6 - 9 years (or commensurate experience) Required Skills and Experience Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA-Security, SSCP). Proficiency in Windows operating systems and extensive experience configuring, deploying, and managing enterprise mobile devices including iPhones and iPads. Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users. Proven ability to independently prioritize high-volume queues, handle multiple escalated tickets simultaneously, and meet strict SLA targets. Strong capability to work autonomously with minimal supervision while successfully collaborating within a distributed virtual team. Strong technical knowledge of core IT foundations, including hardware, printing, internet connectivity, user profiles, remote desktop, and Active Directory Users and Computers. Hands-on proficiency with Microsoft 365 applications (Outlook, Word, Excel, OneDrive, Teams) and Adobe Acrobat. Experience utilizing remote support applications, specifically Virtual Private Networks (VPN) and MANTA. Familiarity with the ServiceNow ticketing system for processing Incidents and Requests. Clearance Required: Active Secret Clearance Preferred Skills and Experience Direct experience supporting U.S. Coast Guard or DoD enterprise service desk environments, including an understanding of military network structures. Advanced proficiency with ServiceNow (SNOW) or equivalent enterprise-level IT Service Management (ITSM) ticketing platforms. Direct experience providing white-glove, dedicated executive IT support within military or government offices.

#USCG #DICE #JP