Computer User Support Specialist, Senior

Cayuse Holdings • Anchorage, AK

10d • $80,000 - $90,000 • Onsite

About The Position

Provides on-site technical support by deploying to client program field offices for IT infrastructure and end-user device wellness checks. The role evaluates network performance, checks conference room equipment, supports end-user devices, ensures compliance with client IT policies, assists with IT equipment disposal training, and helps onsite personnel use IT issue ticketing. It provides advanced technical, operational, and training support for desktop computers, output devices, peripherals, operating systems, and software. The position also documents support work, coordinates repairs and replacements, and contributes to deployment standards and procedures. The work is conducted in a professional office environment and may require travel, flexible scheduling, and occasional support outside normal business hours.

Requirements

• Associate’s degree (AA/AS) in a related discipline from an accredited college, or an equivalent combination of education and related experience.
• At least eight years of professional, directly applicable IT technical support experience.
• Current 8570 Information Assurance Baseline Certification at IAT Level I, such as A+ CE, Network+ CE, SSCP, or CCNA-Security.
• Current 8570 IA Computing Environment (CE) certification.
• Experience providing end-user support in a government environment.
• Comprehensive knowledge of IT technical support practices, including incident resolution, problem management, and user assistance.
• Knowledge of IT equipment lifecycle replacement, including planning, deployment, and decommissioning.
• Hands-on enterprise support experience with Microsoft Windows 10 and Windows 11.
• Proficiency supporting Microsoft Office 2013 and Office 365.
• Experience with ServiceNow or a similar IT service management/ticketing system.
• Experience installing, configuring, and maintaining enterprise printers and multifunction devices, including Xerox, Lexmark, HP, and Ricoh platforms.
• Ability to obtain and maintain an Interim Secret clearance before starting and retain the required clearance throughout employment.
• Ability to pass a background check and any additional project- or client-required background checks.
• Problem-solving skills; strong oral and written communication; ability to respond to customers with urgency; proficiency with Microsoft and Adobe tools, including Excel, Word, PowerPoint, and Acrobat; ability to manage multiple tasks; relationship-building skills; and ability to work independently and as part of a team.
• Physically and mentally able to perform duties for extended periods, use a computer and office productivity tools, lift and carry equipment up to 50 pounds, and crawl under desks or reach into confined spaces as needed.
• Able to sit for long periods while looking at a computer screen and establish a productive, professional workspace.

Responsibilities

• Provide advanced technical, operational, and training support for PC desktop hardware, output devices, peripherals, and standard software packages.
• Install, configure, and test desktops, laptops, output devices, and peripherals for functionality and compliance with organizational standards.
• Configure operating systems by applying baseline images, setting system parameters, and following security and configuration policies.
• Install, configure, and validate application software, including version checks, license verification, patches, and updates.
• Diagnose and resolve hardware and software incidents involving PCs, output devices, and peripheral equipment.
• Coordinate and track hardware repairs and replacements with vendors, maintenance providers, and internal stakeholders.
• Resolve desktop and output-device problems involving end users and LAN components, escalating issues to network or system administrators when appropriate.
• Participate in evaluating and optimizing system configurations, software deployments, and desktop standards.
• Document incidents, resolutions, configuration changes, and installation procedures in approved ticketing or knowledge management systems.
• Train and assist users with hardware, software, peripherals, best practices, and basic troubleshooting.
• Help develop and maintain SOPs, checklists, and support documentation for PC and output-device deployment, configuration, and support.
• Conduct IT infrastructure and end-user device wellness checks at client program field offices, evaluate network performance, and check conference room equipment.
• Ensure compliance with client IT policies, assist with IT equipment disposal training, and support onsite personnel with IT issue ticketing.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Wellness program
• Flexible Spending Accounts for healthcare, dependent care, and commuter expenses
• Short-term and long-term disability options
• Company-provided basic life and AD&D insurance
• Voluntary life and AD&D options
• 401(k) retirement savings plan with matching after one year
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree