Senior Computer User Support Specialist
On-site · Washington, District of Columbia, United States
Job Summary
Senior-level IT support and refresh technician responsible for installing software on laptops/desktops across multiple CONUS sites, performing hardware asset configurations, imaging, and basic AD/GPO tasks, maintaining accurate documentation in ServiceNow, conducting site inventories, moves, and disposition, and providing strong customer service with on-site training. Must demonstrate ability to work independently or with teams, travel up to 60% within the Continental US, and hold eligibility for Secret clearance with potential Top Secret clearance. Requires Windows/Microsoft Suite proficiency, basic AD/BIOS knowledge, and experience with IT hardware, asset tracking, and service desk tooling.
Required Qualifications
- Must have agency suitability for Secret clearance and be eligible for Top Secret clearance
- Experience installing software on laptop and/or desktop computers
- Excellent verbal communication skills with the ability to provide top-notch customer service to end-users being supported
- Self-starter, dependable/reliable, working independently or in a team environment
- Must possess a commitment to excellence, a strong sense of urgency and dedication to client satisfaction
- Detail-oriented, proactive, and highly organized
- Basic knowledge of IT end-point hardware
- Technical background and fundamental understanding of key infrastructure products including but not limited to server, network, security devices, storage, etc. preferred
- Capable of prioritizing work and multi-tasking
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word, SharePoint etc.)
- Strong written and verbal communication skills
- Current Driver’s License
- Direct experience working on a laptop imaging, service desk, endpoint hardware trouble shooting and Government project support is a plus
- Working proficiency with standard ticketing and inventory management tools (i.e. ServiceNow)
- 1 year or more of experience working with IT hardware
Desired Qualifications
- Direct experience working on a laptop imaging, service desk, endpoint hardware trouble shooting and Government project support
- Working proficiency with standard ticketing and inventory management tools (e.g. ServiceNow)
- 1 year or more of experience working with IT hardware
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word, SharePoint)
- Strong verbal and written communication skills
- Ability to move equipment up to 40 pounds and operate a motor vehicle
- Travel availability up to 60% within the Continental US
- Active involvement with IT end-point hardware, imaging, and deployment processes
- Experience with Active Directory and GPO deployment (basic)
- Experience installing software on laptops/desktops
- Experience documenting work activities in ServiceNow or similar systems
- Security clearance eligibility (Secret, with Top Secret potential)
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