Computer Support Specialist – IT End User Support

About the role

The Computer Support Specialist provides front‑line technical assistance to end users for the Ascension Island Service Desk. Working in a fast‑paced, mission‑critical environment, you will support Air Force and DoD IT operations, both on‑site and via remote channels.

Key responsibilities

• Deliver in‑person, telephone, and electronic support for hardware, software, and network issues.
• Handle incident response, troubleshooting, and resolution for desktops, laptops, mobile devices, printers, VoIP phones, and approved applications.
• Process trouble tickets using REMEDY or other government‑approved systems within defined response times.
• Install, configure, update, and maintain classified and unclassified desktop and peripheral equipment.
• Provide client‑side support for personal wireless communication systems, public address systems, and CAC unlock/reset procedures.
• Create, modify, and delete user accounts for data, voice, and video services via Active Directory and related tools.
• Apply security patches, updates, and anti‑virus scans in line with government cybersecurity standards.
• Document support actions, track trends, and generate status reports for leadership.
• Assist with network monitoring, issue detection, and performance trend analysis.
• Support on‑site launch operations and the setup, operation, and teardown of portable communication equipment.

Required profile

• Proven experience delivering IT end‑user support in a government or defense environment.
• Strong knowledge of Windows operating systems and desktop hardware.
• Familiarity with ticketing systems such as REMEDY and strict response‑time requirements.
• Ability to work on‑site and adapt to mission‑critical tasks.

Required skills

• Active Directory account management
• Remedy (or equivalent government‑approved ticketing) system
• Hardware troubleshooting for desktops, laptops, printers, and VoIP phones
• Personal Wireless Communication Systems (PWCS) support
• CAC unlock/reset procedures
• Security patching and anti‑virus administration
• Network monitoring and basic performance analysis