Senior End User Support Specialist

Accountabilities: As a senior technical support resource, you will manage escalated incidents, provide hands-on troubleshooting, and help maintain the reliability and security of end-user systems. Your responsibilities will include: Deliver advanced end-user support: Respond to service requests and incidents submitted by the Service Desk and customers, resolving issues at first contact whenever possible or within established timelines. Serve as an escalation point: Act as the primary technical escalation resource for issues that Tier I and Tier II technicians cannot resolve, investigating and addressing more complex problems. Troubleshoot hardware and software: Provide desk-side support ranging from basic assistance to advanced troubleshooting across Windows, macOS, Linux, iOS, and business applications. Support virtual desktop environments: Diagnose and resolve virtual desktop issues, particularly those involving connectivity and end-user equipment. Manage video conferencing systems: Set up, configure, and troubleshoot video conferencing equipment at intermediate to advanced levels. Contribute to cybersecurity and application initiatives: Test application compatibility and support cybersecurity-related projects and technology development initiatives. Maintain accurate documentation: Record incidents, service requests, and resolutions in the call tracking system, contribute to knowledgebase articles, and ensure existing documentation remains current. Maintain system reliability and security: Support the proper configuration, management, operation, monitoring, and security of assigned systems. Test and validate equipment changes: Test, verify, and document changes to computer equipment and related configurations. Coordinate external support: Work with third-party service and maintenance providers to ensure equipment, software, and related services remain operational. Perform additional duties: Take on other responsibilities as assigned. Requirements The ideal candidate combines hands-on technical support experience with strong troubleshooting abilities and a customer-focused approach. The following qualifications and skills are required: Associate degree in a relevant discipline and at least 3 years of directly related professional experience. Equivalent combinations of education and experience may be considered. Ability to obtain and maintain a U.S. Department of Energy security clearance. U.S. citizenship is required. Working knowledge of PC operations, including hardware, network settings, operating systems, and Microsoft Office applications. At least 6 months of customer help desk experience. Intermediate to expert-level virtual desktop expertise, particularly regarding connectivity with end-user computing equipment. Typing speed of at least 35 words per minute. Strong technical troubleshooting, problem-solving, and customer service skills. Preferred qualifications: Experience working in the current customer environment. Bachelor's degree in Information Technology or a related discipline. Experience using ServiceNow. Familiarity with the Knowledge-Centered Service (KCS) methodology. Typing speed of 50 words per minute or higher. Ability to meet any additional requirements established by the Service Manager. Benefits Opportunity to support a major national laboratory and contribute to an important customer mission. Exposure to a broad range of enterprise IT systems, operating environments, and end-user technologies. Opportunities to contribute to cybersecurity initiatives and technology development projects. Professional experience in a technically demanding environment with opportunities to apply and expand advanced support skills.