Job Description

The Journeyman Computer User Support Specialist provides day-to-day technical assistance, troubleshooting, and customer support for users within a secure Air Force headquarters environment. This role ensures personnel have reliable access to IT systems, collaboration platforms, hardware, software, and network resources necessary to support mission operations.

The Specialist serves as a front-line technician, resolving user issues, managing service requests, coordinating system access, and supporting the configuration and maintenance of end-user devices and applications.

Key Responsibilities

User Support & Troubleshooting

• Provide Tier I and Tier II support for hardware, software, and network issues.
  
• Diagnose and resolve workstation, printer, peripheral, and connectivity problems.
  
• Assist users with operating systems, office applications, and collaboration tools.
  
• Respond to service tickets, phone calls, and walk-up support requests in a timely manner.
  

System Access & Account Management

• Process user access requests and assist with account setup, permissions, and role changes.
  
• Support password resets, multi-factor authentication, and profile configurations.
  
• Coordinate with enterprise IT services for escalations and higher-level approvals.
  

Software & Hardware Support

• Install, configure, and update software and system patches in accordance with security requirements.
  
• Assist with workstation imaging, deployments, replacements, and lifecycle refresh activities.
  
• Maintain inventory of IT equipment, peripherals, and user devices.
  

Collaboration & Productivity Tools

• Support platforms such as Microsoft 365, Teams, Outlook, SharePoint, and other mission-related applications.
  
• Assist users with file sharing, permissions, access issues, and basic collaboration workflows.
  

Documentation & Reporting

• Record all support actions, resolutions, and asset changes in ticketing or tracking systems.
  
• Maintain user guides, quick-reference materials, FAQs, and support documentation.
  
• Provide status updates, issue reports, and recommendations for service improvements.
  

Security & Compliance

• Follow all cybersecurity policies, access control procedures, and device handling requirements.
  
• Report incidents and potential vulnerabilities to designated security personnel.
  
• Ensure end-user configurations align with approved security standards.

Requirements

• Associate degree in IT, Computer Science, Information Systems, or related field (Bachelor’s preferred).
  
• 3–5 years of hands-on IT help desk, technical support, or desktop support experience.
  
• Proficiency with Windows operating systems, Microsoft Office/365, and common enterprise applications.
  
• Experience supporting hardware, peripherals, and network connectivity.
  
• Secret Clearance

Preferred Qualifications

• CompTIA A+, Network+, or Security+.
  
• Experience supporting DoD or federal environments.
  
• Familiarity with ticketing systems such as Remedy, ServiceNow, or equivalent.
  
• Knowledge of Active Directory, user provisioning, or basic networking concepts.