What are the responsibilities and job description for the Computer User Support Specialist position at Missionbox Solutions?
Job Description
Computer User Support Specialist
Location: Jacksonville, FL, United States
Position: Computer User Support Specialist (Senior)
We are seeking an experienced Senior Computer User Support Specialist to lead help desk operations supporting federal government IT initiatives. This full-time, hybrid position offers the opportunity to provide critical Tier 1 and 2 support for the Department of Defense, ensuring seamless user experiences through application assistance, system deployments, and team management. Join our team to advance your career in a secure, compliance-driven environment, delivering impactful IT support.
Responsibilities
Provide Tier 1 and 2 help desk support, assisting non-IT users with application troubleshooting and issue resolution.
- Support software and hardware installations, configurations, and deployments in compliance with federal standards.
- Manage help desk personnel, including task assignment, training, and performance oversight.
- Track and report help desk call statistics, identifying trends and implementing process improvements.
- Ensure compliance with federal cybersecurity standards (e.g., NIST, FISMA) during support activities.
- Collaborate with IT teams to resolve complex issues and improve system usability.
Document support processes, resolutions, and user guides to enhance knowledge sharing.
Qualifications
Minimum of five (5) years of experience in IT roles, with expertise in:
- Providing Tier 1 and 2 help desk support for non-IT users.
- Assisting with software/hardware installations and deployments.
- Managing help desk teams and tracking/reporting call statistics.
- Active Secret clearance (IT-II level) required and must be maintained throughout employment.
- Cybersecurity Workforce Framework (CWF) certification required: IAT III (e.g., CISSP, CISM, or equivalent).
- Strong problem-solving skills and proficiency in help desk tools (e.g., ServiceNow, Remedy).
- Excellent organizational, verbal, written, and interpersonal communication skills.
Ability to work independently and collaboratively in a secure, high-stakes environment.
Compensation & Benefits
We offer a comprehensive benefits package designed to support your career and well-being:
Technology You’ll Use
Help desk platforms (e.g., ServiceNow, Remedy) for ticket tracking and resolution.
- Remote support tools (e.g., Microsoft Teams, SCCM) for user assistance.
- Secure collaboration platforms (e.g., DoD SAFE) for document submission and communication.
Diagnostic tools for troubleshooting hardware and software issues.
Location
Jacksonville, FL, United States
Salary
$72,710 - $79,981 annually, commensurate with experience.
,About Missionbox Solutions
Submitting your application constitutes your acknowledgment that you have read, understood, and agree to our Terms and Conditions at https://www.missionboxsolutions.com/terms-and-conditions, which govern the collection, use, and protection of your personal data, including limitations on our liability and notification procedures for breaches.
Mission Box Solutions Inc. is a Service-Disabled Veteran-Owned Small Business (SDVOSB) still in its exciting startup phase. We provide exceptional IT & Healthcare talent across various sectors, including Commercial, DoD, Intelligence Community, and Federal sectors. Founded by a 20-year Army Veteran and his Military Spouse to enhance careers, help businesses grow, and enrich the lives of those we serve. People are the future!
Salary : $72,710 - $79,981