Subject Matter Expert (SME) - Computer User Support Specialist

Labor Category Description The SME - Computer User Support Specialist is a senior-level technical expert responsible for providing advanced end-user support and resolving complex technical issues that exceed the capabilities of junior help desk staff. This role serves as the final escalation point for client-side hardware, software, and connectivity problems. The SME leverages deep technical knowledge, advanced diagnostic tools, and extensive experience to analyze and solve challenging incidents. In addition to hands-on troubleshooting, this individual is responsible for mentoring junior technicians, developing and improving support procedures, and leading technical resolution efforts for widespread user-facing incidents. Typical Task List Advanced Troubleshooting (Tier 2/3) Diagnose and resolve complex hardware, software, operating system, and network connectivity issues for desktops, laptops, and peripherals that have been escalated from Tier 1 support. Utilize advanced diagnostic utilities to identify root causes of system errors, crashes (e.g., "blue screen of death"), and performance degradation. Analyze and troubleshoot complex issues related to enterprise software applications, including compatibility conflicts, configuration errors, and integration problems. Problem Management Identify recurring incidents and trends to diagnose underlying problems. Develop, document, and implement permanent solutions or workarounds for chronic technical issues to reduce incident volume. Lead technical bridges and coordinate resolution efforts during widespread, userimpacting incidents (e.g., a critical software patch failure). Mentorship And Knowledge Management Provide expert guidance, on-the-job training, and mentorship to junior Help Desk Technicians. Create, review, and maintain technical documentation, including standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for the support team. Develop and lead informal training sessions to elevate the technical skills of the entire user support team. System And Software Support Collaborate with System and Network Administrators on the testing and deployment of new software, patches, and hardware configurations. Assist with the creation and maintenance of standard desktop and laptop system images (e.g., using Microsoft SCCM/MECM). Provide expert-level support for the configuration and use of standard business applications (e.g., Microsoft Office 365, collaboration tools, specialized business software). Minimum Qualifications / Requirements Experience A minimum of seven (7) years of progressive, hands-on experience in an IT help desk or desktop support environment, with at least three (3) years serving in a senior or escalation support role (Tier 2/3). Demonstrated experience mentoring and training junior technical staff. 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) Advanced certifications demonstrating subject matter expertise are highly desired, such as Microsoft 365 Certified: Modern Desktop Administrator Associate CompTIA A+ or Network+. 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 proficiency in hardware troubleshooting, including diagnostics for PCs, laptops, and peripherals. Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and experience troubleshooting client-side connectivity issues. Experience with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote support tools. #J-18808-Ljbffr Wood River Federal