Computer User Support Specialist - Junior (Swing Shift, Tue - Sat, 3:00PM - 11:30PM)

The One 23 Group

Job Description

Description:

As a Computer User Support Specialist at The 23 Group, you will begin your IT career as a key member of the Global Support Center, the central point for the Defense Commissary Agency’s (DeCA) IT support. This is an entry-level opportunity to join a dynamic team and develop fundamental IT skills.

In this role, you will be the first point of contact for DeCA users, providing friendly and helpful Tier 1 phone support. Your primary responsibilities will include answering calls, creating and managing support tickets, and walking users through basic troubleshooting steps for a variety of systems and software. You'll gain exposure operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications.

This position is focused on developing your customer service and remote support skills in a professional IT environment. No prior experience is necessary; we provide the training and support you need to start your career in Information Technology.

Requirements:

Provide Service Desk support (Tier 1)
Answer all calls routed or transferred to their respective calling queue
Create and manage support tickets
Basic remote troubleshooting

Knowledge must include

Primary:
- Customer Service/Support
- Windows/MacOS/Linux/Unix/Chrome/Android
- Networked Printers/Multi-Function Devices
- Microsoft Office Suite incl. SharePoint
- Excellent Oral/Written Communication
Secondary:
- Mobile Device Support
- Defense Enterprise Provisioning Online (DEPO)
- Active Directory
- DHCP
- DNS
- Remote Troubleshooting
- Hardware/Software Troubleshooting
- Information Technology Infrastructure Library (ITIL)
- Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Required Qualifications:

Education & Experience (Must meet ONE of the following):

High School Diploma / GED + one (1) year of experience in an IT or Cybersecurity role.

Associate’s degree (must be aligned: Cyber Security, Information Technology, Computer Science, Information Systems,

Management Information Systems, or Computer Engineering)

DoD 8140 Foundational Certification (Must possess ONE of the following):

o A+, CND, GFACT, GSEC, Network+, or Security+

o Computing Environment Certification: Provided onsite

Security Clearance (Required):

o Minimum Public Trust

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Vacancy posted a month ago

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