As a Computer User Support Specialist at The 23 Group, you will begin your IT career as a key member of the Global Support Center, the central point for the Defense Commissary Agency’s (DeCA) IT support. This is an entry-level opportunity to join a dynamic team and develop fundamental IT skills.

In this role, you will be the first point of contact for DeCA users, providing friendly and helpful Tier 1 phone support. Your primary responsibilities will include answering calls, creating and managing support tickets, and walking users through basic troubleshooting steps for a variety of systems and software. You'll use operating systems (like Windows and Linux), Microsoft Office Suite, and other DeCA business applications.

• Provide Service  Desk support (Tier 1)
• Answer all calls routed or transferred to their respective calling queue
• Create and manage support tickets
• Basic remote  troubleshooting

Knowledge must include

• Primary:
  • Customer Service/Support
  • Windows/MacOS/Linux/Unix/Chrome/Android
  • Networked Printers/Multi-Function Devices
  • Microsoft Office Suite incl. SharePoint
  • Excellent Oral/Written Communication
• Secondary:
  • Mobile Device Support
  • Defense Enterprise Provisioning Online (DEPO)
  • Active Directory
  • DHCP
  • DNS
  • Remote Troubleshooting
  • Hardware/Software Troubleshooting
  • Information Technology Infrastructure Library (ITIL)
  • Ticketing  System Experience (e.g., BMC       Remedy/ServiceNow/SolarWinds/Ivanti)

Required Qualifications:

• Education &  Experience (Must meet ONE of the following):

            High School Diploma / GED + two (2) to three (3) years of experience in an IT role.

            Associate’s degree or higher 

• DoD 8140  Foundational Certification (Must possess ONE of the following): 

      o A+, CND, GFACT, GSEC, Network+, or Security+

      o Computing Environment Certification: Provided onsite

• Security  Clearance (Required):

      o Minimum Public Trust