About the role
Description 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. Requirements 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