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Full-timeDescriptionClient Solution Architects (CSA) is currently seeking IT Service Desk Support to support a program at Norfolk Naval Shipyard, Portsmouth, V.A. For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions.
This position is contingent on contract award.
How Role will make an impact:
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 (e.g., 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
What you’ll need to have to join our award-winning team:
- Clearance: Must possess and maintain an active Top 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.
