Computer User Support Specialist

Primary Responsibilities:

• Serve as the initial point of contact for technical support, answering questions and resolving computer-related problems for clients in person, via telephone, and electronically.
• Provide hands-on and remote assistance concerning the use of computer hardware and software, including installation, configuration, word processing, email, printing, and operating systems.
• Troubleshoot, configure, and maintain user devices and peripherals (e.g., desktops, laptops, tablets, printers, scanners, smart phones, MiFi, iPads).
• Install, configure, and maintain various COTS applications and government-approved add-on software to workstations and laptops.
• Provide user account management, including account creation, password resets, and troubleshooting user access for multiple systems, subsystems, and applications.
• Maintain clear documentation such as standard operating procedures (SOPs), user guides, security logs, and performance logs in accordance with USCG policies and regulatory requirements.
• Act as the primary POC for basic troubleshooting of network applications and hardware/software PC and printer problems, escalating tickets as necessary.
• Assist in maintaining the service desk, including opening, closing, and updating support requests in the ITSM/work order/incident automated tool (e.g., ServiceNow or Remedy).
• Respond to asset mishaps per Asset Mishap SOPs and facilitate visitor badge management and logging.
• Provide customer desk-side support in end-user and work center environments, including resolving locally system account and access management issues.
• Deliver on-call support as required, including after-hours and weekends per operational needs.
• Perform timely and accurate completion of support tickets: update tickets daily, respond within established SLAs, and ensure proper ticket assignment to appropriate teams.
• Participate in the creation and updating of client and network documentation regarding standard support processes, asset inventory, license status, and service resolutions.
• Provide user training for supported desktop systems and laptops to improve end-user proficiency.
• Support continuous improvement by providing suggestions for process innovation and technology advancement.

Required Qualifications:

• Bachelor's or associate degree in Computer Science, Information Technology, Math, or a related field (or a minimum IT certification).
• Minimum of two (2) years of experience in help desk support.
• Demonstrated oral and written communication skills and a positive customer service attitude.
• Experience with ITSM tools such as Remedy or ServiceNow preferred.
• Familiarity with standard Windows desktop applications, directory services, and enterprise email systems.
• Proven ability to create and update technical documentation (SOPs, user guides, security and performance logs).
• Ability to obtain and maintain a favorable Tier 1 background investigation (suitability determination) for unclassified government systems.

Preferred Qualifications:

• Knowledge of compliance standards and regulations relevant to Federal IT, including section 508 accessibility, DHS and USCG cybersecurity policies, and ITSM best practices.
• Experience supporting or administering additional enterprise systems (Active Directory, remote desktop, mobile device management).
• Previous experience with ticket response and asset management processes in a federal environment.

Citizenship & Clearance Requirements:

• U.S. citizenship required
• Must be eligible to obtain a DoD Public Trust Clearance.

Target Salary Range

Compensation for roles at Synergy is determined by a variety of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual's combination of knowledge, skills, and abilities; as well as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay range for this position is: $20.00/hr - $24.00/hr. The disclosed range has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case and represent just one component of Synergy's total compensation package for employees.

Candidate AI Policy

Synergy is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly granted. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Synergy is an equal opportunity employer and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination.

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