Senior Computer User Support Specialist

Akima, LLC•Tampa, FL

5h•Onsite

About The Position

Compass Point is looking for a Senior Computer User Support Specialist to join their team supporting USSOCOM. In this role, the specialist will be a part of an enterprise IT Service Management (ITSM) process for USSOCOM locations across several networks and mission-critical applications. Candidates must possess active DoD Top Secret/SCI clearance and DoDM 8570 certifications, along with a combination of education and demonstrated experience/training on networks and applications specific to the SIE / USSOCOM enterprise, IT service management, Information Technology Infrastructure Library (ITIL), and other relevant domains. The candidate must be able to work autonomously and exercise independent judgement on resolving complex technical issues without oversight, as well as recommending creative/innovative ways to enhance the overall SIE ITSM. Excellent verbal and written communication skills are required. Veterans are encouraged to apply.

Requirements

Active DoD Top Secret/SCI clearance
DoDM 8570 certifications
Combination of education and demonstrated experience/training on networks and applications specific to the SIE / USSOCOM enterprise, IT service management, Information Technology Infrastructure Library (ITIL), and other relevant domains
Ability to work autonomously and exercise independent judgement on resolving complex technical issues without oversight
Ability to recommend creative/innovative ways to enhance the overall SIE ITSM
Excellent verbal and written communication skills
DoD 8570 IAT Level II certification
Ability to maintain DoD 8570 IAT Level II certification via continuing education requirements or re certification
Current TS clearance with SCI eligibility
Bachelor's degree in the STEM field (Relevant experience may be substituted for education)
Minimum 5 Years experience with BS/BA
3 Years experience with MS/MA
0 Year experience with PhD

Responsibilities

Possesses and applies comprehensive knowledge across key tasks and high impact assignments.
Plans and leads major technology assignments.
Evaluates performance results and recommends major changes affecting short-term project growth and success.
Functions as a technical expert across multiple project assignments.
May supervise others.
Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution.
Is an expert with industry standard desktop operating systems and office automation software suites.
Must demonstrate excellent verbal and written communication skills.
Will be required to work rotating shift schedules to include nights, weekends, and holidays.
The systems analyst must be able to clearly communicate via phone, portals and instant messaging with end users and technicians.
Must be able to present a professional, sharp and technically savvy image via verbal, written and in-person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team.
Will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.
Serves as the initial point of contact for systems related problems in a 70,000+ customer enterprise.
Troubleshoot research, diagnoses, documents and resolves technical issues.
Determines which special team can best resolve the problem and assign the task to the Desktop Support, Customer Supports, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
Ability to install, maintain and troubleshoot server, network, system and application issues.
Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
Must be proficient with Dameware, RDP and Terminal Services.
Will be required to perform incident management functions which include Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.
Performs other duties as required.