Computer User Support Specialist in Hill Air Force Base, Utah at WASEYABEK DEVELOPMENT COMPANY LLC

Mission

Fed95, LLC, is a 100% Tribally-owned, Native American SBA 8(a) small business of the Nottawaseppi Huron Band of the Potawatomi (NHBP). Headquartered in Southwest Michigan and supporting federal contracts world-wide, Fed95 is part of a portfolio of companies managed by Waseyabek Development Company, LLC, a 100% Tribally-owned economic development firm focused on income diversification on behalf of NHBP. Fed95 is a well-funded experienced small business with substantial liquid assets and experience in federal contracting. Fed95 is well-versed in federal contract compliance and provides outstanding support services to our Government clients.

Position Summary

The Computer User Support Specialist supports the End User Services functional line for the Hill CEDC IT Operations & Maintenance contract at Hill AFB by providing technical assistance and troubleshooting support to end users across enterprise IT environments. This role serves as a primary point of contact for users experiencing hardware, software, account access, peripheral, and connectivity issues. The Computer User Support Specialist diagnoses and resolves technical problems, documents support activities, supports device lifecycle management, and ensures users receive timely and effective service while maintaining compliance with established service management processes and security requirements.

Responsibilities

Fields phone calls, submits and assigns work orders and incident tickets in the approved triage and routes Manages ticket prioritization.Performs sprint-based scheduling of all workloads received per GAO best practices and DCMA 14-point inspection criteria. Maintains visibility across all open tickets, escalates incidents approaching SLA thresholds, and ensures closure is confirmed before tickets are resolved. Produces monthly KPI metrics including ticket volume, mean time to acknowledge, mean time to resolve, SLA compliance rates, and customer satisfaction scores. Supports FFR/AAR production by logging hours and compiling initial Help Desk.Support workstation deployment, refresh, relocation, and retirement activities. Escalate complex technical issues to appropriate functional teams and track resolution through completion. Maintain accurate documentation of troubleshooting steps, resolutions, asset assignments, and support activities. Support hardware and software inventory management and asset accountability processes. Assist with implementation of system updates, patches, and approved technology changes.Clearly and effectively communicate with users, SMEs, teams, and functional line leads.Ensure all support activities are timely and meet accuracy, completeness, and auditability standards.

Minimum Qualifications, Knowledge, Skills, and Abilities

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field

Preferred Qualifications

Working Conditions / Environment / Physical Demands

Position is performed on‑site at Hill AFB, Utah, in a secure professional environment.Standard work schedule is Monday–Friday during normal business hours, with occasional evening or weekend work to meet critical deadlines.Core duty hours: Monday–Friday, 0600–1800 MST.Work involves extensive computer and secure network use, including prolonged periods of sitting and screen time.Requires independent work with minimal supervision, as well as collaboration with cross‑functional teams, subcontractors, and Government stakeholders.Occasional travel may be required for customer meetings, training, or program reviews.

Disclaimer

This job description outlines the general nature and level of work expected of the Senior Technology Business Management Analyst. It is not an exhaustive list of all duties, responsibilities, or qualifications. Additional tasks may be assigned as required by the contract or mission needs.