Job was saved successfully.
Job was removed from Saved Jobs.

Job Details

User Tech Support Specialist

Government and Military

Computer Specialist


Fort Worth, Texas, United States

Job Summary

The User Tech Support Specialist is responsible for providing technical assistance and support to a workforce located across the globe. The position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation per Business Technology policies and procedures. User Tech Support Specialists provide second-level support on more complex issues.

Principal Accountabilities

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool
  • Administer user accounts via Active Directory, group membership and rights assignment based on estabilished procedures
  • Escalate problems as appropriate following Service Desk procedures
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers throughout the problem resolution process
  • Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections
  • Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM
  • Perform other duties as assigned

Knowledge & Skills

  • Knowledge of current Microsoft desktop operating system and application software
  • Demonstrated knowledge of personal computer hardware configuration and setup
  • Excellent Telephone and face-to-face communication skills
  • Excellent knowledge of service desk processes and functions in support of end-user computing needs
  • Demonstrated writing and typing ability
  • Demonstrated ability to manage multiple priorities and follow through on projects to completion

Minimum Requirements

  • High school diploma plus some advanced training
  • Three (3) to five (5) years of Service Desk experience

Preferred Qualifications

  • College degree strongly preferred
  • Current certification in at least one of the following areas preferred:
    • CompTIA A+, Network+, or Security+
    • Microsoft Certified Solutions Associate (MSCA), preferably in Microsoft’s current Desktop Operating System
    • ITIL v3