Computer User Support Specialist II - Help Desk

Saalex is seeking a Computer User Support Specialist II to deliver Tier 2 help desk and desktop support for end users in a DoD environment. This onsite role in Keyport, WA supports troubleshooting, ticket lifecycle management, and timely resolution of technical issues using ServiceNow.

Role Responsibilities

• Provide Tier 2 help desk and desktop support to end users.
• Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests in ServiceNow.
• Maintain complete, accurate, and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
• Monitor assigned ServiceNow tickets to support timely resolution and alignment with established service-level requirements (SLAs).
• Identify recurring incidents and trends, and support knowledge articles, problem management, and continuous service improvement efforts.
• Troubleshoot and resolve Windows workstation issues, including hardware, software, account-related problems, and connectivity concerns.
• Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
• Support Microsoft Office and other enterprise productivity applications.
• Administer Microsoft Active Directory, including user and computer accounts, groups, permissions, and related access.
• Perform basic network connectivity troubleshooting and coordinate with network support personnel when escalation is required.
• Support and troubleshoot approved endpoint security and defense tools.
• Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
• Provide customer-focused technical support in a mission-oriented environment.
• Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures.

Required Qualifications

• Minimum of two (2) years of experience providing Tier 2 IT support, including management, troubleshooting, and resolution of service desk/help desk tickets.
• Experience using ServiceNow or a comparable ITSM ticketing system to document, track, prioritize, and resolve incidents and service requests.
• Practical experience with configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
• Experience supporting Microsoft Office and other desktop productivity applications.
• Working knowledge of desktop cybersecurity/defense tools in an enterprise environment.
• Experience with Microsoft Active Directory, including user and computer account management, password and account administration, group membership and permissions, and basic troubleshooting of authentication and access issues.
• Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
• Ability to diagnose technical issues, identify root causes, document resolutions, and escalate when appropriate.
• Strong written and verbal communication skills to support users with varying technical expertise.
• CompTIA Security+ and/or ISC2 SSCP.
• Current Microsoft Desktop Operating System certification.
• High School Diploma or GED required.

Preferred Certifications

• ITIL Foundation certification.

Technologies

• ServiceNow
• Microsoft desktop operating systems
• Microsoft Office
• Active Directory
• TCP/IP, DNS, DHCP
• Endpoint security and defense tools
• CompTIA Security+
• ISC2 SSCP
• ITIL Foundation

Compensation & Work Details

• Salary: USD 60,000 - 90,000 per year
• Position Type: Full Time
• Work Location: Onsite in Keyport, WA

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Plan

Security Clearance

T5 Investigation is required. Requirements to obtain a clearance include US Citizenship and completion of a security investigation, among other steps.