User Support Specialist

Purpose The User Support Specialist is responsible for providing technical support and assistance to employees across the organization. This role ensures reliable operation of computer systems, applications, and network resources by troubleshooting issues, resolving user problems, and supporting the deployment and maintenance of IT equipment and software.

The User Support Specialist plays a key role in maintaining productivity and minimizing downtime by delivering responsive and effective user support services. Essential Job Functions

• Provide first-level and second-level technical support to employees for hardware, software, and network-related issues.
• Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and related peripherals.
• Troubleshoot operating system issues, application errors, connectivity problems, and system performance concerns.
• Respond to help desk requests and service tickets in a timely and professional manner.
• Support user account management including password resets, access permissions, and system provisioning.
• Assist with onboarding and offboarding processes by configuring user accounts, devices, and system access.
• Maintain accurate documentation of IT support activities, troubleshooting steps, and resolutions.
• Support installation and updates of operating systems, applications, and security patches.
• Assist in maintaining network connectivity including VPN access, wireless networks, and basic network troubleshooting.
• Educate users on basic technology practices, security awareness, and system usage.
• Coordinate with IT vendors and service providers when advanced technical support is required.
• Assist with inventory tracking and management of IT equipment and software licenses.
• Support IT infrastructure projects such as system upgrades, migrations, and technology rollouts.

Requirements

Required

• Associate's degree in Information Technology, Computer Science, or related field preferred.
• Experience troubleshooting Windows operating systems and common business applications.
• Basic understanding of networking concepts, system administration, and IT security practices. Preferred
• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2–4 years of experience in IT support, help desk, or technical support roles.
• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting cloud-based systems such as Microsoft 365, Azure, or similar platforms.
• Familiarity with help desk ticketing systems and remote support tools.
• Experience working in regulated or operational environments such as aviation, manufacturing, or corporate services. Supervisory Responsibilities
• This position does not have direct supervisory responsibilities. Knowledge, Skills, and Other Attributes
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to explain technical issues in clear and understandable terms.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Understanding of IT security practices and data protection principles.
• Professional demeanor and commitment to providing high-quality user support.
• Ability to work independently while collaborating with IT and operational teams. Working Conditions
• Work is primarily performed in an office and technical support environment.
• Requires frequent computer use and interaction with users across the organization.
• May involve walking between office areas, workstations, and facilities to provide on-site support.
• Must follow company IT security policies and maintain confidentiality of company data and systems.
• This position is considered MEDIUM work, with frequent lifting up to 20 lbs and occasional lifting up to 50 lbs (e.g., IT equipment); occasional climbing, stooping, kneeling, squatting, and reaching, with repetitive movements of arms and hands and seated work with back supported. Equal Employment Opportunity Citadel Aviation, LLC. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, status as a protected veteran, or any other protected status in accordance with applicable federal, state, and local laws. About Citadel Aviation Citadel Aviation has grown from a startup vision into a global leader in V/VVIP aircraft completions, maintenance, modifications, and luxury interiors. Located in Lake Charles, Dallas, and serving customers onsite where they're at, our teams deliver work on some of the most sophisticated narrow and wide body aircraft in the world. We have significantly expanded project volume since 2019, and that growth was built by people who take pride in doing the work right. Whatever your role, Citadel is a place to bring what you know and build what comes next.