IT Service Desk Support

Overview

Job Title : IT Service Desk Support

Location : Norfolk, VA (On-site)

Clearance Required : Top-Secret

Responsibilities

• Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
• Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
• Operating and managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
• Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
• Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP / IP, DNS, DHCP, and VPN technologies.
• Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
• Maintaining compliance with role-based access control (RBAC) and acceptable use policies.
• Exhibiting strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.
• Participating in or supporting shift-based or on-call operational schedules, as required.
• Supporting remote and hybrid workforce environments with an understanding of service level agreements (SLAs) and ITIL practices.

Qualifications

J-18808-Ljbffr