Computer User Support Specialist

Role: Jr. Computer User Support Specialist

Location: Norfolk VA (5 days Onsite at Shipyard)

Duration: Direct Hire

Clearance: Must have an active Top Secret (Can hold TS/SCI)

Salary: 51K PA

Top Skills

Desktop Support in Windows or Mac environment

2 years of experience with Associates Degree

Sec Cert

Responsibilities

• Provide Tier II 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 365 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 (e.g. 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 2 years of relevant IT support experience in a Tier II or equivalent support role.

Required Skills

• CompTIA Security certification compliant with DoD 8570 or applicable agency policy.
• Experience providing end-user support in an enterprise IT environment.
• Working knowledge of Microsoft Windows macOS Microsoft 365 Active Directory and common IT support tools.
• Strong troubleshooting analytical and problem-solving skills.
• Ability to work independently and collaboratively while managing multiple priorities.

Desired Skills

• Bachelors degree in information technology or a closely related discipline.
• CompTIA A certification
• ITIL v4 Foundation certification.
• Microsoft 365 Fundamentals or Microsoft Azure Fundamentals certification.
• Experience supporting government DoD or other regulated environments.

Security Clearance

• Active Top-Secret clearance with SCI eligibility.