COMPUTER USER SUPPORT SPECIALIST – SENIOR

Description

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

The One 23 Group, a Virginia-based Government Contractor, seeks a SECRET Cleared SENIOR COMPUTER USER SUPPORT SPECIALIST local to Washington DC Metropolitan area.

Requirements

The Enterprise Service Desk serves as the nucleus of DeCA’s IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and the Ticket application service management suite. This shall be full service support for all Government-owned desktop equipment and desktop software in DeCA’s environment to include mobile device, multi-media, and collaboration service support.

Responsibilities

• Provide on-site desktop support to more than 2,000 users, consisting of senior leaders, civilians, military personnel and contractors during operating hours. May assist with store level personnel equipment as needed.
• Responsible for installation of authorized Operating System (OS) to all IT computing devices at DeCA HQ, Fort Gregg-Adams, VA. May be required to install OS for commissary stores as needed.
• Responsible for the deployment of computer equipment to DeCA employees once user has a valid DeCA account and CAC/PIV to logon to the DeCA domain.
• Responsible for asset management including inventory of Information Technology (IT) equipment and peripherals. Enforces regulations for issuance and disposition of such equipment.
• Responsible for the provisioning and distribution of Mobile Devices (Apple iOS and Android phones) to authorized DeCA employees.
• Labels and inventories all procured IT computer equipment and peripherals upon delivery to DeCA HQ, Fort Gregg-Adams, VA according to established DeCA/ESB guidelines.
• Recovers unused IT equipment from vacant desks and transports to the IT warehouse for re-issuance or disposition upon request.
• Shall work all tickets, incidents, work orders, calls, electronic correspondence and requests IAW the Acceptable Quality Level (AQL) for each performance standard. This includes the prioritization of these work items based on priority level and submission date.
• Coordinates warranty activities with vendors for IT computer equipment and peripherals in need of maintenance and/or replacement.
• Prepares issue/turn-in/transfer/destruction documentation for users that are assigned IT equipment for accountability purposes.
• Transports unserviceable/end-of-life computing devices and other peripherals for turn-in between DeCA HQ and authorized disposition locations on Fort Lee, VA or DLA.
• Provide input and best practice recommendations to current and future policies and procedures as needed or requested.
• Produce Deliverable Reports as specified with the Performance Work Statement (PWS).
  
  

Knowledge/Experience Must Include

• Customer Service/Support
• Windows/MacOS/Linux/Unix/Chrome/Android
• Networked Printers/Multi-Function Devices
• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory
• DHCP
• DNS
• Microsoft Office Suite incl. SharePoint
• Touch Labor | Break/Fix
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)
• Excellent Oral/Written Communication
  
  

Qualifications

• Bachelor Degree or HS/GED 5 yrs. in Windows Computing Environment
• Baseline Certification (required): DoD 8570.1 IAT II or higher
• Computing Environment Certification in at least 1 area (required) and must be obtained within six months of hire. Examples include:
• Microsoft MD-102: Endpoint Administrator
• Microsoft 365 Certified: Endpoint Administrator Associate
• Training (not certification) required: Must complete an ITIL Course (ITIL v4 recommended and will be provided on site)
• Must Be Able to Lift 40lbs. unassisted