Summary: The Computer User Support Specialist (Journeyman) is responsible for delivering advanced technical support and assistance to users within the organization. This role involves diagnosing and resolving complex hardware and software issues, providing training, and supporting the installation and maintenance of IT systems. The Specialist serves as a key resource for troubleshooting, ensuring user satisfaction, and optimizing the performance of computer systems.

Key Responsibilities:

• Provide tiered support to users, identifying, troubleshooting, and resolving hardware and software issues.
• Assist in the setup, configuration, and maintenance of computer systems, printers, and networking equipment.
• Maintain detailed documentation of support requests, resolutions, and user training materials.
• Conduct training sessions and provide guidance to users on best practices for using software applications and hardware.
• Work closely with other IT staff to manage and implement system upgrades and enhancements.
• Keep abreast of new technologies and industry best practices to ensure the currency of support services.

Work Environment: This position operates in an office setting, with potential instances requiring travel for on-site support.

Requirements

• High School Diploma or equivalent.

• Proven experience (3+ years) in computer support, with a focus on customer service.
• Relevant certifications such as A+, Network+, or Security+ are preferred.
• Experience with troubleshooting, installations, and maintaining hardware and software systems.

Desirable Attributes:

• Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
• Excellent verbal and written communication skills.
• Ability to work independently as well as collaboratively in a team environment.

Security Clearance: Must have or be eligible to obtain a Secret clearance from the U.S. Government.

Benefits

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.