Senior Computer User Support Specialist (Fsr)

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans Cyber, Mission IT and Enterprise IT. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

Requirements

The Field Service Support Structure provides dedicated Senior Computer User Support Specialist (Field Service Representatives (FSR)) with the skills and experience to address complex technical and management issues, delivering on-site support to commissaries to meet all Acceptable Quality Levels (AQLs) and deliverables. Field Services on-site support is required at all DeCA locations including over 234 commissaries worldwide and is estimated to require travel 75-80% of the time. Travel to commissary stores overseas may be required as needed.

Responsibilities:

• Provide Subject Matter Expert (SME) level support for computing device Life Cycle Replacement (LCR), computing hardware setup, operation and maintenance, upgrading of systems and applications
• Travel for on-site support for Life Cycle Replacement (LCR), computing hardware setup, operation and maintenance, upgrades of systems and applications, and inventory systems (including signed receipts) supporting commissary locations and VIP personnel that have outdated and End of Life equipment
• Decommission laptops, desktops, wireless devices, mobile devices, hardware/software, printers, and other IT peripherals in accordance with DeCA processes compliant with security procedures for turn-in to Defense Logistics Agency (DLA) Disposition Services; to include tagging and destruction of internal/external hard drives
• Support DeCA Incident/Problem/Request Management processes
• Provide on-site Service Desk ticket resolution for end user support
• Develop/submit all deliverables

Knowledge/Experience must include:

• Demonstrated Ability to Work Independently
• Ability To Travel Routinely
• Customer Service/Support
• Windows 10/11 Operating Systems
• Networked Printers/Multi-Function Devices
• Mobile Device Support
• Imaging Computers Using System Center Configuration Manager (SCCM)
• Active Directory Management
• Microsoft Office Suite / Office 365
• Touch Labor | Break/Fix
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (E.G., BMC Remedy/ServiceNow/SolarWinds/Ivanti)
• Excellent Oral/Written Communication
• Inventory Control/Management
• Time Management

Qualifications:

• Bachelor's degree or HS/GED + 5 yrs. in Windows Computing Environment
• Baseline Certification (required): DoD 8570.1 IAT II or higher
• Computing Environment Certification in at least 1 area (required) and must be obtained within six months of hire. Examples include:
  • Microsoft MD-102: Endpoint Administrator
  • Microsoft 365 Certified: Endpoint Administrator Associate
• Training (required): Must complete an ITIL Course (ITIL v4 recommended)
• Minimum Secret Clearance
• Must Be Able to Travel 80%
• Must Be Able to Lift 40lbs. Unassisted
• Valid U.S. Driver’s License (able to drive at night)
• Previous Experience as a Desktop Hardware Technician, Field Computer Technician or Field Service Technician is a plus
• Valid U.S. Passport is a plus as some travel may be overseas