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Computer User and Support Specialist (Secret Clearance Required) at nextgenfed
nextgenfedJacksonville, Florida·2d ago
Mid LevelFull-time
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
NextGen Federal Systems is seeking a knowledgeable and customer-focused Computer User and Support Specialist to provide Tier 1 and Tier 2 technical support to non-IT users. This role is responsible for resolving application and system issues, supporting installs and deployments, managing help desk operations, and tracking and reporting help desk performance metrics.
Key Responsibilities
- →Provide Tier 1 and Tier 2 help desk support to non-IT users for applications, hardware, and basic system issues
- →Diagnose, troubleshoot, and resolve end-user technical problems in a timely and professional manner
- →Assist with software installations, system upgrades, and application deployments
- →Manage and coordinate help desk personnel and daily support activities
- →Document issues, resolutions, and procedures within the help desk ticketing system
- →Track, analyze, and report on help desk call statistics, trends, and performance metrics
- →Escalate complex issues to higher-level IT staff as appropriate
- →Ensure a high level of customer service and user satisfaction
Requirements
- ✓Minimum of three (3) years of experience in a related Information Technology (IT) role for Mid-level consideration; Minimum of five (5) years of experience for Senior-level consideration
- ✓Hands-on experience providing Tier 1 and Tier 2 help desk support to non-IT users
- ✓Experience supporting applications and end-user computing environments
- ✓Experience assisting with software installs, deployments, and system updates
- ✓Experience managing or coordinating help desk personnel and workflows
- ✓Experience tracking, reporting, and analyzing help desk call statistics
- ✓Active DoD Secret security clearance or higher
Preferred Qualifications
- ✓Strong customer service and communication skills
- ✓Ability to explain technical concepts to non-technical users
- ✓Experience with help desk ticketing systems and documentation practices
- ✓Strong organizational and problem-solving skills
- ✓Ability to manage multiple tasks in a fast-paced support environment
