Subject Matter Expert (SME) - Computer User Support Specialist
1. Labor Category Description
The SME - Computer User Support Specialist is a senior-level technical expert responsible for
providing advanced end-user support and resolving complex technical issues that exceed the
capabilities of junior help desk staff. This role serves as the final escalation point for client-side
hardware, software, and connectivity problems. The SME leverages deep technical knowledge,
advanced diagnostic tools, and extensive experience to analyze and solve challenging incidents.
In addition to hands-on troubleshooting, this individual is responsible for mentoring junior
technicians, developing and improving support procedures, and leading technical resolution
efforts for widespread user-facing incidents.

2. Typical Task List
Advanced Troubleshooting (Tier 2/3):
Diagnose and resolve complex hardware, software, operating system, and network
connectivity issues for desktops, laptops, and peripherals that have been escalated
from Tier 1 support.
Utilize advanced diagnostic utilities to identify root causes of system errors, crashes
(e.g., "blue screen of death"), and performance degradation.
Analyze and troubleshoot complex issues related to enterprise software
applications, including compatibility conflicts, configuration errors, and integration
problems.

Problem Management:
Identify recurring incidents and trends to diagnose underlying problems.
Develop, document, and implement permanent solutions or workarounds for
chronic technical issues to reduce incident volume.
Lead technical bridges and coordinate resolution efforts during widespread, userimpacting
incidents (e.g., a critical software patch failure).

Mentorship and Knowledge Management:
Provide expert guidance, on-the-job training, and mentorship to junior Help Desk
Technicians.
Create, review, and maintain technical documentation, including standard operating
procedures (SOPs), troubleshooting guides, and knowledge base articles for the
support team.
Develop and lead informal training sessions to elevate the technical skills of the
entire user support team.

System and Software Support:
Collaborate with System and Network Administrators on the testing and
deployment of new software, patches, and hardware configurations.
Assist with the creation and maintenance of standard desktop and laptop system
images (e.g., using Microsoft SCCM/MECM).
Provide expert-level support for the configuration and use of standard business
applications (e.g., Microsoft Office 365, collaboration tools, specialized business
software).

3. Minimum Qualifications / Requirements
Experience:
A minimum of seven (7) years of progressive, hands-on experience in an IT help
desk or desktop support environment, with at least three (3) years serving in a
senior or escalation support role (Tier 2/3).
Demonstrated experience mentoring and training junior technical staff.

Certifications (Baseline):
Must possess a current CompTIA Security+ CE certification (or higher) to meet
DoD 8140 requirements for IAT Level II.

Certifications (Computing Environment - Desired):
Advanced certifications demonstrating subject matter expertise are highly desired,
such as: Microsoft 365 Certified: Modern Desktop Administrator Associate
CompTIA A+ or Network+

Security Clearance:
Must be able to obtain and maintain a DoW Security Clearance

Technical Skills:
Expert-level knowledge of Microsoft Windows operating systems (Windows
10/11) and the Microsoft Office 365 suite.
Advanced proficiency in hardware troubleshooting, including diagnostics for PCs,
laptops, and peripherals.
Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and
experience troubleshooting client-side connectivity issues.
Experience with IT Service Management (ITSM) ticketing systems (e.g.,
ServiceNow, Remedy) and remote support tools.