Senior User Support Specialist

Amentum•Chattanooga, TN

About The Position

The Contractor is responsible for providing direct end-user support for the applications being supported, including both telephone support and on-site assistance. Install, configure, maintain, and troubleshoot Microsoft Windows operating systems. Provide Tier I (Resolving basic, routine, and high-volume issues) and Tier II (In-depth troubleshooting, backend analysis, and resolving more persistent technical challenges) support for hardware, software, and peripheral devices. Configure and support Microsoft 365 applications and enterprise software. Manage user accounts and access controls using Active Directory. Administer Windows Server environments including: Active Directory: Administer user accounts, security groups, and permissions in accordance with DOJ access control policies. DNS/DHCP: Execute routine maintenance and configuration of network services to ensure stable connectivity and proper IP address management. Group Policy: Implement and monitor pre-approved security settings and system configurations across the enterprise to ensure continuous compliance with federal standards. Perform patch management and vulnerability remediation in accordance with Agency timelines. Ensure compliance with Agency-specific security controls. Support backup, disaster recovery, and continuity of operations (COOP) initiatives. Maintain accurate IT asset inventory and configuration documentation. Deploy software packages via Microsoft Endpoint Configuration Manager (MECM). Provides technical support for trial preparation and courtroom proceedings, including preparation of electronic exhibits within supported litigation applications. Digitizes and formats audio and video files for use in court. Configures, tests, and assists with the setup of software and hardware components used in trial preparation and courtroom presentations. Provides on-site troubleshooting and user assistance during courtroom proceedings to resolve operational issues with supported applications and equipment.

Requirements

Must be able to obtain and maintain a US government security clearance.
At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications will generally be expected.
At least one year must be experience with the specific applications being supported.
Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
Excellent oral and written communications skills required.

Nice To Haves

Supervisory experience helpful.
Experience with DOJ office automation environments extremely helpful.
Should be an expert user of the Government's word processing, spreadsheet, and email systems.
Undergraduate degree strongly preferred.

Responsibilities

Providing direct end-user support for applications via telephone and on-site assistance.
Installing, configuring, maintaining, and troubleshooting Microsoft Windows operating systems.
Providing Tier I and Tier II support for hardware, software, and peripheral devices.
Configuring and supporting Microsoft 365 applications and enterprise software.
Managing user accounts and access controls using Active Directory.
Administering Windows Server environments including Active Directory, DNS/DHCP, and Group Policy.
Performing patch management and vulnerability remediation.
Ensuring compliance with Agency-specific security controls.
Supporting backup, disaster recovery, and continuity of operations (COOP) initiatives.
Maintaining accurate IT asset inventory and configuration documentation.
Deploying software packages via Microsoft Endpoint Configuration Manager (MECM).
Providing technical support for trial preparation and courtroom proceedings.
Digitizing and formatting audio and video files for use in court.
Configuring, testing, and assisting with the setup of software and hardware components used in trial preparation and courtroom presentations.
Providing on-site troubleshooting and user assistance during courtroom proceedings.