Journeyman Computer User Support Specialist (Help Desk Support)

Bristol Bay Native Corportation • San Antonio, TX

2d

About The Position

Eagle Integrated Services (EIS) is seeking a skilled, hands-on Journeyman Computer User Support Specialist to provide comprehensive Tier 1 and Tier 2 technical support to end-users. The specialist is a primary point of contact for diagnosing and resolving hardware, software, and network connectivity issues, independently handling a wide range of incidents and service requests under the general supervision of a senior specialist or Help Desk lead. The role uses established procedures and technical knowledge to restore service efficiently and maintain user productivity and satisfaction.

The specialist receives and tracks user-reported issues; troubleshoots systems and applications; installs and configures computers, approved software, and peripherals; assists with common user and account tasks; escalates complex issues to Tier 3 teams; and documents resolutions and procedures in the IT service management system and knowledge base.

Requirements

• Three to five years of hands-on experience in an IT help desk or desktop support role.
• Demonstrated experience troubleshooting a wide range of hardware and software issues in a professional environment.
• Current CompTIA Security+ CE certification or higher to meet DoD 8140 requirements for IAT Level II.
• Must possess and maintain a SECRET security clearance.
• Proficiency with Microsoft Windows 10/11 and the Microsoft Office 365 suite.
• Strong hardware troubleshooting skills for PCs, laptops, and common peripherals.
• Solid understanding of basic networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with Active Directory for user account management.
• Experience using IT Service Management ticketing systems, such as ServiceNow or Remedy, and remote desktop tools.
• Excellent customer service, communication, and problem-solving skills.

Nice To Haves

• A relevant industry certification is desired, such as CompTIA A+, CompTIA Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate.

Responsibilities

• Receive, log, and track user-reported technical issues through phone, email, or a ticketing system.
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and network connectivity issues.
• Use remote support tools to troubleshoot and resolve issues in a timely manner.
• Install, configure, and deploy computer systems using standard system images.
• Install and configure approved software applications and verify their functionality.
• Set up and configure peripheral devices such as printers, monitors, and docking stations.
• Assist users with password resets, email configuration, printer setup, and access to network drives.
• Perform basic Active Directory account management, including unlocking accounts and resetting passwords.
• Provide guidance and basic training on standard hardware and software.
• Escalate complex incidents requiring administrator-level access or specialized knowledge to Tier 3 teams.
• Create and update technical documentation, user guides, and troubleshooting procedures for the IT knowledge base.
• Document troubleshooting steps and resolutions clearly and accurately in the IT Service Management ticketing system.

Benefits

• Paid holidays
• Paid time off, including sick and vacation leave
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Short- and long-term disability
• Company-paid life insurance
• 401(k) with company match
• Discretionary profit sharing
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed