Computer User Support Specialist

Computer User Support Specialist
Portsmouth VA (Norfolk Naval Shipyard) Onsite
We are seeking a Computer User Support Specialist for the Norfolk Naval Shipyard IT Support Services contract. NNSY's mission is to safely return warships to the Fleet on time and within budget. The NNSY CIO (Code ) provides comprehensive IT and telecom support that maintains Fleet readiness in logistics, maintenance, engineering, supply, legal, readiness reporting, emergency response, and more. The CIO installs, manages, and secures all shipyard networks and systems; approves IT purchases; and runs a Navy/DoD-compliant Information Assurance program. It supports approximately , NMCI seats and leads cyberspace efficiency initiatives while managing SYLAN, SECNET, Mobile Workforce Enablement, NFPCICN, standalone systems, servers, wireless networks, circuits, applications, and devices.

Responsibilities

• Provide Tier III computer user support, including desktop support and service desk operations for end users in Windows and macOS environments.
• Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices.
• Support Microsoft applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues.
• Operate and manage IT ticketing systems (, ServiceNow, BMC Remedy, Jira) to document incidents, track resolutions, and escalate issues in accordance with established procedures.
• Perform user account management in Active Directory, including account provisioning and deprovisioning, group membership changes, basic group policy administration, and access control configuration.
• Apply foundational networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
• Follow cybersecurity best practices related to data handling, endpoint security, access control, and incident reporting.
• Maintain compliance with role-based access control (RBAC) policies and acceptable use standards.
• Provide clear written and verbal communication while delivering professional, customer-focused support in fast-paced or high-pressure environments.
• Support shift-based or on-call operational schedules, as required.
• Assist with supporting remote and hybrid workforce environments while meeting defined service-level agreements (SLAs).
• Follow ITIL-aligned service management practices and contribute to continuous service improvement.

Education and Experience

• Associate Degree in Information Technology, Computer Science, or a related field with a minimum of years of relevant IT support experience in a Tier III or equivalent support role.

Required Skills

• CompTIA Security+ certification, compliant with DoD or applicable agency policy.
• Experience providing end-user support in an enterprise IT environment.
• Working knowledge of Microsoft Windows, macOS, Microsoft , Active Directory, and common IT support tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently and collaboratively while managing multiple priorities.

Security Clearance

• Active Top-Secret clearance with SCI eligibility.

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