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NextGen Federal Systems · 5 days ago

Computer User and Support Specialist (Secret Clearance Required)

Jacksonville, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

NextGen Federal Systems is seeking a knowledgeable and customer-focused Computer User and Support Specialist to provide Tier 1 and Tier 2 technical support to non-IT users. This role is responsible for resolving application and system issues, supporting installs and deployments, managing help desk operations, and tracking and reporting help desk performance metrics.

Enterprise SoftwareInformation ServicesInformation TechnologySoftwareSoftware Engineering

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide Tier 1 and Tier 2 help desk support to non-IT users for applications, hardware, and basic system issues

Diagnose, troubleshoot, and resolve end-user technical problems in a timely and professional manner

Assist with software installations, system upgrades, and application deployments

Manage and coordinate help desk personnel and daily support activities

Document issues, resolutions, and procedures within the help desk ticketing system

Track, analyze, and report on help desk call statistics, trends, and performance metrics

Escalate complex issues to higher-level IT staff as appropriate

Ensure a high level of customer service and user satisfaction

Qualification

Tier 1Tier 2 supportHelp desk managementApplication supportSoftware installationsHelp desk ticketing systemsCustomer service skillsCommunication skillsOrganizational skillsProblem-solving skills

Required

Minimum of three (3) years of experience in a related Information Technology (IT) role for Mid-level consideration; Minimum of five (5) years of experience for Senior-level consideration

Hands-on experience providing Tier 1 and Tier 2 help desk support to non-IT users

Experience supporting applications and end-user computing environments

Experience assisting with software installs, deployments, and system updates

Experience managing or coordinating help desk personnel and workflows

Experience tracking, reporting, and analyzing help desk call statistics

Active DoD Secret security clearance or higher