Computer User Support Specialist – Junior (Swing Shift, Sun - Thu, 3:00 PM - 11:30 PM) in Ft. Lee, Virginia at The One 23 Group

As a Computer User Support Specialist at The 23 Group, you will begin your IT career as a key member of the Global Support Center, the central point for the Defense Commissary Agency’s (DeCA) IT support. This is an entry-level opportunity to join a dynamic team and develop fundamental IT skills.

In this role, you will be the first point of contact for DeCA users, providing friendly and helpful Tier 1 phone support. Your primary responsibilities will include answering calls, creating and managing support tickets, and walking users through basic troubleshooting steps for a variety of systems and software. You'll use operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications.

• Provide Service Desk support (Tier 1)
• Answer all calls routed or transferred to their respective calling queue
• Create and manage support tickets
• Basic remote troubleshooting

Knowledge must include

• Primary:
  • Customer Service/Support
  • Windows/MacOS/Linux/Unix/Chrome/Android
  • Networked Printers/Multi-Function Devices
  • Microsoft Office Suite incl. SharePoint
  • Excellent Oral/Written Communication
• Secondary:
  • Mobile Device Support
  • Defense Enterprise Provisioning Online (DEPO)
  • Active Directory
  • DHCP
  • DNS
  • Remote Troubleshooting
  • Hardware/Software Troubleshooting
  • Information Technology Infrastructure Library (ITIL)
  • Ticketing System Experience (e.g., BMC Remedy/ServiceNow/SolarWinds/Ivanti)

Required Qualifications:

Education & Experience (Must meet ONE of the following):

• High School Diploma / GED + two (2) to three (3) years of experience in an IT role
• Associate’s degree or higher

DoD 8140 Foundational Certification (Must possess ONE of the following):

o A+, CND, GFACT, GSEC, Network+, or Security+

o Computing Environment Certification: Provided onsite

• Security Clearance (Required):

o Minimum Public Trust