Senior Computer User Support Specialist

Wood River Federal • San Antonio, TX

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About The Position

The Senior Computer User Support Specialist is a highly experienced IT professional and lead technical resource providing advanced Tier 2/Tier 3 end-user support. The role resolves complex client-side hardware, software, and connectivity issues that exceed the scope of junior help desk personnel, serving as the final escalation point for these problems. The specialist leads incident management efforts, mentors other support technicians, and helps improve support processes and documentation.

The specialist also provides dedicated, rapid technical support to senior leadership and designated VIPs. This position requires five to seven years of progressive, hands-on IT help desk or desktop support experience, including at least two years in a senior or lead technician capacity. A current CompTIA Security+ CE certification or higher is required, and the specialist must be able to obtain and maintain a DoW Security Clearance.

Requirements

• Five to seven years of progressive, hands-on experience in an IT help desk or desktop support role.
• At least two years of experience in a senior or lead technician capacity, including mentoring staff and handling escalated issues.
• Current CompTIA Security+ CE certification or higher to meet DoD 8140 IAT Level II requirements.
• Expert-level knowledge of Microsoft Windows 10/11 and Microsoft Office 365.
• Advanced hardware troubleshooting skills and ability to diagnose complex system-level problems.
• Strong understanding of TCP/IP, DNS, DHCP, and VPN concepts sufficient to diagnose client-side network issues.
• Proficiency with Active Directory for user and computer object management.
• Experience leading and triaging incidents within an enterprise IT Service Management platform, such as ServiceNow.
• Excellent leadership, communication, and customer service skills.
• Must be able to obtain and maintain a DoW Security Clearance.

Nice To Haves

• At least one relevant industry certification is highly desired, such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, or ITIL Foundation Certification.

Responsibilities

• Serve as the primary escalation point for complex and time-sensitive user-reported incidents.
• Diagnose and resolve advanced hardware issues, operating system errors, and complex software compatibility conflicts.
• Use advanced diagnostic tools and log analysis to conduct root cause analysis of persistent technical problems.
• Lead technical resolution efforts during widespread incidents affecting users, such as faulty software patches or major application outages.
• Provide on-the-job training, technical guidance, and mentorship to junior and journeyman Help Desk staff.
• Act as a shift or team lead by managing ticket queues, assigning tasks, and ensuring service level agreements are met.
• Review and approve knowledge base articles and technical documentation produced by other team members.
• Identify incident trends to assist with problem management and recommend permanent solutions to reduce recurring issues.
• Develop and maintain Standard Operating Procedures, troubleshooting guides, and technical knowledge base articles.
• Collaborate with Server, Network, and other IT teams to test and provide feedback on software, hardware, and system images before enterprise-wide deployment.
• Provide dedicated technical support to senior leadership and other designated VIPs.

What This Job Offers

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