Talent.com
IT Service Desk Support

IT Service Desk Support

Client Solution ArchitectsPortsmouth, VA, US
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Overview

Client Solution Architects (CSA) is currently seeking IT Service Desk Support to support a program at Norfolk Naval Shipyard, Portsmouth, VA. This position is contingent on contract award.

Responsibilities

  • Technical Support & Troubleshooting

Provide desktop support and service desk operations, resolving hardware and software issues across Windows and macOS platforms.

  • Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
  • Utilize remote support tools (e.g., Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM)) to diagnose and resolve technical issues.
  • System & Account Management

    • Perform user account management within Active Directory, including provisioning, group policy administration, and access control configuration.

  • Maintain compliance with role-based access control (RBAC) and acceptable use policies.
  • Incident Management

    • Operate and manage ticketing systems (ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.

  • Apply basic networking knowledge to resolve connectivity issues involving TCP / IP, DNS, DHCP, and VPN technologies.
  • Cybersecurity & Compliance

    • Demonstrate awareness of cybersecurity best practices, including data handling, access control, endpoint security, and incident reporting procedures.

  • Ensure compliance with service-level agreements (SLAs) and ITIL practices.
  • Customer Service & Communication

    • Exhibit strong written and verbal communication skills to effectively interact with users and stakeholders.

  • Deliver exceptional customer service and problem-solving in high-pressure environments.
  • Operational Support

    • Participate in or support shift-based or on-call operational schedules, as required.

  • Support remote and hybrid workforce environments with a focus on maintaining productivity and security.

    • Requirements

  • Active Secret Clearance
  • Associate Degree in Information Technology, Computer Science, or a related field
  • CompTIA Security+ (current and compliant with DoD 8570 or relevant agency policy)
  • Minimum of 2–4 years of relevant experience for Tier II support roles OR Minimum of 4+ years of advanced support experience in areas such as system access management, endpoint administration, or incident response in Tier III support roles.
  • Desktop support and service desk operations
  • Supporting Microsoft 365 applications and services
  • Utilizing remote support tools (e.g., RDP, SCCM)
  • Managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira)
  • User account management in Active Directory
  • Diagnosing and resolving networking issues (TCP / IP, DNS, DHCP, VPN)
  • Adhering to cybersecurity best practices and ITIL standards
  • Strong technical troubleshooting and problem-solving abilities
  • Excellent written and verbal communication skills
  • Effective customer service in high-pressure environments
  • Awareness of ITIL practices and service-level agreements (SLAs)
  • Ability to support remote and hybrid workforce environments

    • What Sets You Apart

  • Bachelor's Degree in Information Technology or a closely related discipline
  • CompTIA A+, ITIL v4 Foundation, Microsoft 365 Fundamentals, or Azure Fundamentals

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

    • #J-18808-Ljbffr

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