PROSOFT

Job Description:

The Computer User Support Specialist shall work to provide Tier II and III user support for Network and System assets. They will be responsible to:

a. Provide desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.

b. Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.

c. Utilize remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.

d. Operate and manage ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.

e. Perform user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.

f. Demonstrate awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.

g. Maintain compliance with role-based access control (RBAC) and acceptable use policies.

h. Exhibit strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.

i. Participate in or support shift-based or on-call operational schedules, as required.

j. Support remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices.

Qualifications:

Minimum of two (2) to four (4) years of relevant experience for Tier II support roles, or four (4) or more years of experience for Tier III roles in advanced support functions such as system access management, endpoint administration, or incident response. KSAs include:

· Basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.

Education:

Associate Degree in Information Technology, Computer Science, or a related field. A Bachelor’s degree in Information Technology or a closely related discipline is preferred.

Certifications:

· Active Security + CE or higher

· Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals