Computer User Support Specialist

Who We Are: Oasys International, LLC (Oasys) is a rapidly expanding firm that has been recognized on Inc. 5000 magazine's list of the fastest-growing companies for five consecutive years. We are a dynamic organization dedicated to providing world-class technology consulting services through our team of expert technologists, consultants, engineers, and subject matter experts. At Oasys, we prioritize continuous learning, a healthy work-life balance, and a collaborative work environment. Our culture is merit-based, recognizing and rewarding performance and fostering a supportive and social atmosphere.

Position Summary:

Oasys is seeking a Computer User Support Specialist to support the United States Coast Guard (USCG) at the Aviation Logistics Center (ALC)-Information Systems Division (ISD). The Computer User Support Specialist will serve as a frontline representative of the IT service team, delivering Tier I/II support, account provisioning, system troubleshooting, and guidance on cybersecurity practices within a fast-paced, mission-critical environment.

The ideal candidate will possess hands-on knowledge of desktop systems, network connectivity, system access controls, and ITSM ticketing systems while contributing to the stability and security of the ALC-ISD operational environment.

Primary Responsibilities:

• Deliver Tier I and Tier II help desk support to end-users on hardware, software, printer, and network issues, both in-person and remotely.
• Provide user support for enterprise tools such as email platforms, Microsoft Office, operating systems, shared directories, and approved collaboration applications.
• Troubleshoot and resolve PC operating system, network connectivity, and account access issues, escalating complex problems as needed.
• Serve as the initial point of contact for diagnosing and resolving hardware/software malfunctions, printer issues, and system performance anomalies.
• Manage user account provisioning, deprovisioning, and permission changes in accordance with access control policies.
• Ensure compliance with cybersecurity standards, including password policies, multi-factor authentication, and awareness of phishing mitigation procedures.
• Utilize ITSM tools (such as Remedy, ServiceNow, or equivalent) to log, track, prioritize, and escalate tickets in accordance with SLAs.
• Maintain and update SOPs, troubleshooting guides, support logs, and performance documentation.
• Provide input to root cause analyses and contribute to the resolution of recurring issues through technical feedback and process improvements.
• Participate in Agile meetings and support DevSecOps teams using tools like Jira, Confluence, and Bitbucket.
• Maintain professional, customer-centric communication and support high user satisfaction standards in a service-driven environment.
• All other duties as assigned by management.

Skills/Qualifications:

• Strong understanding of Windows desktop operating systems, common enterprise software, and basic networking principles (TCP/IP, DNS, DHCP).
• Experience supporting federal systems and handling sensitive data in accordance with security and privacy regulations.
• Working knowledge of cybersecurity practices and compliance requirements (e.g., NIST 800-53, DHS 4300A).
• Proficient in documenting technical procedures and communicating with both technical and non-technical audiences.
• Familiarity with ITSM platforms and incident management workflows.
• Demonstrated customer service orientation and ability to remain composed in high-pressure situations.

Education/Experience Requirements:

• Bachelor's or Associate's degree in Computer Science, Math, Information Technology, Engineering, or related field. Two (2) years of directly relevant experience may substitute for one (1) year of formal education.
• Minimum of two (2) years of experience in help desk support and must include one (1) year of experience, including knowledge of PC operating systems, e.g., Windows, as well as networking and e-mail standards and work on a help desk. Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
• Minimum of one (1) year of experience with using ITSM Tools such as Remedy Help Desk or ServiceNow.
• Minimum of one (1) year of experience providing root cause analysis and technical support.
• Minimum of one (1) year of experience in an Agile DevSecOps software and engineering environment and Methodologies.
• Minimum of one (1) year of experience with Jira, Confluence, and Bitbucket.
• Minimum of one (1) year supporting federal IT systems, preferably DHS or DoD environments.

Clearance:

• U.S. citizenship required
• Must have or be eligible to obtain a Position of Public Trust or DoD Secret Clearance.

Certification Requirement

• CompTIA Security+
• Additional certifications (Microsoft 365 Certified: Modern Desktop Administrator Associate, Cisco Certified Support Technician (CCST), ITIL Foundation, or Network+) are a plus.

Work Location:

• Elizabeth City, NC - On-Site

Oasys is proud to be an equal opportunity employer for all protected groups, including protected veterans and individuals with disabilities.