Computer Support Specialist

V2X•Saint Helena, CA

9h•Onsite

About The Position

V2X is seeking a Computer User Support Specialist to provide front-line technical support to end users as part of the Ascension Island Service Desk team. The role supports Air Force and Department of Defense IT operations by troubleshooting hardware, software, and network issues; maintaining desktop and peripheral systems; and delivering customer service. The position is currently onsite eligible, but V2X reserves the ability to assign it to a full-time support requirement in the future. The specialist supports users in person, by telephone, or electronically and handles service desk incidents involving desktop systems, mobile devices, printers, VoIP phones, software applications, and communication systems. The role also maintains user accounts and devices, applies cybersecurity updates, documents support activity, assists with network monitoring and performance analysis, and supports launch operations and portable communications equipment for events and contingency operations. Other duties may be assigned to meet the organization’s ongoing needs.

Requirements

One to three years of experience providing technical support and IT assistance in an enterprise or military environment.
High school diploma or GED.
Secret clearance.
Customer service experience, preferably in a call center-like environment.
Strong written and verbal communication skills and ability to support users with varying technical abilities.
Experience providing IT-related support or troubleshooting.
Proficiency with Windows and Linux environments, DoD SDC configurations, remote troubleshooting tools, and ITSM ticketing systems.

Nice To Haves

CompTIA A+ certification.
CompTIA Security+ certification.
DoD 8570 compliance if elevated privileges are required.
Familiarity with DoD cybersecurity policies, DISA STIGs, and IA training requirements.
Experience using government asset management tools such as CIPS, IMDS, CAIRS, or NETCENTS.
Understanding of incident response and escalation procedures.

Responsibilities

Provide technical assistance to computer users and answer questions or resolve problems in person, by telephone, or electronically.
Assist users with computer hardware and software, including printing, installation, word processing, email, and operating systems.
Provide customer support and IT service desk services, including incident response, troubleshooting, and resolution for desktop systems, mobile devices, printers, VoIP phones, and software applications.
Respond to and resolve trouble tickets using REMEDY or other Government-approved systems in accordance with specified response and resolution times.
Install, configure, update, and maintain desktop and laptop computers, peripherals, and classified and unclassified client/server devices.
Provide client-side support for personal wireless communication systems, public address systems, and CAC unlock/reset procedures.
Create, modify, and delete user accounts for data, voice, and video services, including Active Directory and other network access tools.
Assist users with application-specific questions and provide functional support for approved government and commercial software.
Implement security patches, updates, and anti-virus scans in accordance with Government cybersecurity and compliance standards.
Document support actions, trouble tickets, trends, and resolutions, and provide regular status reports to leadership.
Assist with network monitoring, detection of system issues, and performance trend analysis to improve IT service delivery.
Provide onsite support as needed for launch operations and other mission-critical tasks.
Support setup, operation, and teardown of portable communication equipment for events and contingency operations.
Perform other duties as assigned to meet the organization’s ongoing needs.