Computer User Support Specialist
About The Position
The Computer User Support Specialist supports the End User Services functional line for the Hill CEDC IT Operations & Maintenance contract at Hill AFB by providing technical assistance and troubleshooting support to end users across enterprise IT environments. This role serves as a primary point of contact for users experiencing hardware, software, account access, peripheral, and connectivity issues. The Computer User Support Specialist diagnoses and resolves technical problems, documents support activities, supports device lifecycle management, and ensures users receive timely and effective service while maintaining compliance with established service management processes and security requirements.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field
- 3+ years of experience providing end-user technical support in an enterprise IT environment.
- Experience troubleshooting Windows operating systems, desktop applications, and peripheral devices.
- Knowledge of Microsoft Office 365 and common enterprise productivity tools.
- Experience using ticketing or IT Service Management (ITSM) platforms.
- Ability to diagnose and resolve technical issues using structured troubleshooting methodologies.
- Strong customer service, communication, and interpersonal skills.
- Ability to obtain and maintain a Secret clearance.
- Ability to pass a pre-employment drug screen and background investigation.
- U.S. citizenship required.
Nice To Haves
- CompTIA A+, Network+, Security+, or equivalent industry certification.
- ITIL Foundation certification.
- Experience supporting Department of Defense (DoD) users and environments.
- Experience supporting classified or secure computing environments.
Responsibilities
- Fields phone calls, submits and assigns work orders and incident tickets in the approved triage and routes
- Manages ticket prioritization.
- Performs sprint-based scheduling of all workloads received per GAO best practices and DCMA 14-point inspection criteria.
- Maintains visibility across all open tickets, escalates incidents approaching SLA thresholds, and ensures closure is confirmed before tickets are resolved.
- Produces monthly KPI metrics including ticket volume, mean time to acknowledge, mean time to resolve, SLA compliance rates, and customer satisfaction scores.
- Supports FFR/AAR production by logging hours and compiling initial Help Desk.
- Support workstation deployment, refresh, relocation, and retirement activities.
- Escalate complex technical issues to appropriate functional teams and track resolution through completion.
- Maintain accurate documentation of troubleshooting steps, resolutions, asset assignments, and support activities.
- Support hardware and software inventory management and asset accountability processes.
- Assist with implementation of system updates, patches, and approved technology changes.
- Clearly and effectively communicate with users, SMEs, teams, and functional line leads.
- Ensure all support activities are timely and meet accuracy, completeness, and auditability standards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
