Support Jobs in Keyport, WA

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Computer User Support Specialist II - Help Desk

Saalex Keyport, WA

Keyport, WA

Today

$60k - $90k/yr Full time Active Directory Cloud Platforms Customer Support

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Job Description

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.

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