May 23, 2024

Senior Computer User Support Specialist

  • Professional Diversity Network
  • Dallas, TX, USA
Full-Time Customer Service Information Technology

Job Description

9th Way Insignia

Company Introduction
9th Way Insignia is a service-disabled, veteran-owned small business bringing transformative technology to our government customers so they can achieve their missions. Our specialties include cybersecurity, cloud modernization, software development, data analytics, enterprise architecture, enterprise IT, analytics and artificial intelligence. Learn more about 9th Way Insignia at

Team (Project) Introduction

9th Way Insignia Technology is looking for a Computer User Support Specialist to join our team to assist in providing Information Technology Program Management and technical support (i.e., development, operations and maintenance) to the Department of Veterans Affairs, Benefits and Memorial Services (BAM) Portfolio. BAM provides high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all points of the Veterans' health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals, and deliver world-class, innovative systems that ensure reliable, secure, and seamless delivery of benefits and services directly to Veterans and their families. The BAM serves the Veterans Benefits Administration, the Board of Veterans Appeals, and the National Cemetery Administration to develop and manage advanced technology solutions.

Functional Job (LCAT) Information:

A Computer User Support Specialist - Provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May aid concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Professional Level Information:
A Computer User Support Specialist aligns as a Sr. Consultant within Insignia Technology. A Sr. Consultant completes tasks and projects of moderate scope and complexity. A Sr. Consultant exercises the best judgement and problem-solving skills within defined guidelines and practices to determine appropriate action to execute assignments. Sr. Consultant will also provide guidance and/or lead on tasks/projects.


Provide technical support to end-users for hardware, software, and network-related issues.

Install, configure, and maintain computer systems, peripherals, and software applications.

Diagnose and resolve technical hardware and software issues in a timely manner.

Collaborate with IT teams to escalate complex issues and ensure timely resolution.

Create and maintain documentation for IT procedures, troubleshooting steps, and user guides.

Educate users on basic computer usage, security practices, and data backup procedures.

Monitor and maintain IT inventory, including hardware and software licenses.

Conduct software and hardware upgrades as needed.

Stay updated with industry trends and technologies to provide effective support and recommendations.

Assist in IT projects such as system upgrades, migrations, and implementations.


Bachelor's degree in computer science, Information Technology, or related field (or equivalent work experience).

4 or more years proven experience in technical support, help desk, or IT customer service role.

Strong knowledge of Windows operating systems, hardware components, and software applications.

Experience with troubleshooting network connectivity issues, including LAN/WAN, TCP/IP, and VPNs.

Familiarity with ticketing systems and IT service management (ITSM) processes.

Excellent communication skills, both verbal and written, can explain technical concepts to non-technical users.

Strong problem-solving and analytical skills, with attention to detail.

Ability to work independently and collaboratively in a fast-paced environment.


Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

Salary Range:
The salary range for this position is $60,070 - $100,000

9th Way Insignia's range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.



9th Way Insignia reserves the right to adjust work location based upon mission requirements.

Clearance, background investigation:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.


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