We are seeking an End User Services (EUS) Specialist to provide Tier II technical support for escalated IT issues, delivering in-person assistance to internal and external customers. This role ensures timely resolution of hardware, software, networking, and mobile device issues while maintaining high standards of customer service, adhering to IT GEMS SLAs, and supporting operational efficiency.

Responsibilities:

• Provide Tier II support for escalated IT issues, including hardware, software, networking, and GFE mobile devices.
• Troubleshoot and resolve issues on first contact when possible; escalate to higher-level experts as needed.
• Monitor ServiceNow ticket queues daily, updating tickets at least every three business days.
• Assist with installations, relocations, VTC equipment setup, and DoD configuration of devices.
• Mentor and train new team members; contribute to internal knowledge bases and documentation.
• Support Team Lead with escalations, major incident management, and customer communications.
• Maintain and prioritize ticket queues to meet SLA and KPI requirements.
• Deliver professional communication and excellent customer service in all interactions.

Qualifications:

• 3–5 years of IT support experience, including Tier II troubleshooting.
• Active Secret / Tier 3 clearance.
• Onsite at Mark Center, Virginia (full-time, 40 hours/week).
• CompTIA Security+ certification.
• Experience with ServiceNow ticketing and IT GEMS protocols.
• Strong technical skills in hardware, software, networking, VTC equipment, and printers.
• Excellent customer service, communication, organizational, and mentoring skills.

Desired / Nice-to-Have:

• Familiarity with DoD IT environments and GFE devices.
• Experience contributing to internal knowledge bases or technical documentation.
• Ability to proactively monitor tickets and drive issues to closure.