Computer User and Support Specialist (Secret Clearance Required)

NextGen Federal Systems • Jacksonville, FL

4d

About The Position

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.

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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees