Senior Computer Support Specialist
Core
Provide remote and deskside computer support for enterprise users via phone, email, and chat, managing incidents, service requests, and endpoint technologies.
Role type
Senior IC computer support specialist
Builds
IT service delivery and user support for federal clients
Domain
Federal IT / Enterprise Support
Required skills
Incident and ticket lifecycle management, Active Directory, Microsoft 365, Windows 11, Mac and mobile device support, VPN configuration, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, endpoint management, remote and deskside troubleshooting, SLA adherence, queue management, shift coordination, documentation creation and updates
Preferred skills
HDI Analyst certification (CSA, SCA, DST), CompTIA A+, Microsoft certifications (MCTA, MCSA, MSCE, MCSM), Apple Support Certification, ITIL Foundations, CMMI, Remedy Service Management, 4+ years of related experience
Technologies
Active Directory, Azure, Hardware, ITIL, ITSM, Microsoft 365, Microsoft Intune, Mobile, Network, VPN, Web, Windows, Office 365, Cloud
Responsibilities
Provide remote and deskside computer support through phone, email, chat, and other approved channels; Manage IT incidents and service requests involving applications, access, hardware, software, endpoint technologies, and workplace tools; Fulfill requests within service-level agreements, provide timely status updates, and escalate issues that cannot be resolved within established timeframes; Support user accounts, password resets, VPN, Microsoft 365, Windows workstations, Mac and mobile devices, printers, network drives, remote support tools, and approved business applications; Respond to alerts and escalations, collaborate with users and IT support groups, and identify recurring issues to improve service delivery; Act as a senior operational contact for ticket workflows, queue priorities, shift coordination, customer-impacting issues, outage communications, and surge support; Create, update, and retire help desk and computer support documentation as needed