# Computer User Support Specialist II - Help Desk

> Saalex · Keyport, United States · Full-time · Posted 2026-09-17

**Salary:** USD 60,000–90,000

**Workplace:** on_site

**Department:** KUWC (Keyport)

## Description

**Saalex** is seeking a **Computer User Support Specialist II** in **Keyport, WA.**  Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services.

**Position Type:** Full Time

**Salary:** $60K – $90K annually (depending on experience)

**Work Location:** Onsite.

**Position Overview:**

We are seeking a Computer User Support Specialist II to provide Tier 2 technical support to end users in a DoD environment. The successful candidate will troubleshoot and resolve hardware, software, operating system, account, and network connectivity issues while providing responsive and professional customer service.

The position requires hands-on experience supporting Microsoft desktop environments, enterprise productivity applications, cybersecurity tools, Active Directory, and ServiceNow IT service management workflows.

**Key Responsibilities**

-   Provide Tier 2 help desk and desktop support to end users.
-   Receive, manage, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow.
-   Maintain accurate and timely ServiceNow ticket documentation, including troubleshooting steps, resolution details, categorization, prioritization, status updates, and closure information.
-   Monitor assigned ServiceNow tickets to ensure timely resolution and compliance with established service-level requirements (SLAs).
-   Identify recurring incidents and trends and contribute to knowledge articles, problem management, and continuous service improvement.
-   Troubleshoot and resolve Windows workstation, application, account, and connectivity issues.
-   Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
-   Support Microsoft Office and other enterprise productivity applications.
-   Administer Active Directory user and computer accounts, groups, permissions, and related access.
-   Troubleshoot basic network connectivity issues and coordinate with network support personnel when escalation is required.
-   Support and troubleshoot approved endpoint security and defense tools.
-   Escalate complex or recurring issues to appropriate engineering, cybersecurity, or infrastructure support teams.
-   Provide professional, customer-focused technical support in a mission-oriented environment.
-   Follow applicable DoD, Navy, organizational, cybersecurity, configuration management, and IT service management policies and procedures

## Requirements

**Required Qualifications:**

-   Minimum of two (2) years of experience providing Tier 2 IT support, including the management, troubleshooting, and resolution of service desk/help desk tickets.
-   Experience using ServiceNow or a comparable IT service management (ITSM) ticketing system to document, track, prioritize, and resolve incidents and service requests.
-   Practical experience with the configuration, deployment, and troubleshooting of Microsoft desktop operating systems.
-   Experience supporting Microsoft Office and other desktop productivity applications.
-   Working knowledge of desktop cybersecurity/defense tools and their use in an enterprise environment.
-   Experience with Microsoft Active Directory, including:

-   User and computer account management
-   Password and account administration
-   Group membership and permissions
-   Basic troubleshooting of authentication and access issues

-   Knowledge of basic network connectivity troubleshooting, including TCP/IP, DNS, DHCP, connectivity testing, and common workstation network issues.
-   Ability to diagnose technical issues, identify root causes, document resolutions, and escalate issues when appropriate.
-   Strong written and verbal communication skills with the ability to provide effective technical support to users with varying levels of technical expertise.
-   CompTIA Security+ and/or ISC2 SSCP
-   Current Microsoft Desktop Operating System certification

**Desired:**

-   ITIL Foundation Certification

**Education:**

High School Diploma or GED required.

**Security Clearance:**

-   T5 Investigation is required.  Requirements to obtain a clearance include US Citizenship, security investigation, etc.

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Short Term & Long Term Disability
-   Training & Development
-   Wellness Resources
-   Stock Option Plan

## Apply

[Apply at Saalex](https://apply.workable.com/saalex/j/88A316EDD5/apply)

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