Trace Systems Inc. · 3 months ago
IT Service Desk Support - Tier III
Portsmouth, Virginia
Full-time
Hybrid
Mid Level
4+ years expTrace Systems Inc. is dedicated to supporting and defending national security interests. They are seeking an IT Service Desk Support personnel to provide advanced IT support services, ensuring the secure operation of networks and systems at the Norfolk Naval Shipyard.
Defense & Space
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
May be required to work on different shifts (1st, 2nd, or 3rd)
Deliver a comprehensive range of IT support services, covering devices and network services across NNSY and its satellite locations
Demonstrate proficiency in Microsoft Windows (latest and future versions) and MS Office 365
Receive and resolve user calls related to hardware and software used by NNSY users
Complex issues that cannot be resolved at Tier 2 will be forwarded to Tier 3 support for assistance and resolution
Create and manage tickets, ensuring proper documentation and follow-up of each issue
Provide live phone support, email support, and assistance to walk-in customers at the Service Desk
Manage tickets routed to Tier III for specialized support
Assist users with Information Assurance (IA) training and conduct user training sessions
Issue and manage user hardware such as keyboards, mice, and other peripherals
Perform remote troubleshooting using government provided tools
Assist with anti-virus updates and standalone workstation management
Reset PINs on CAC cards, manage legacy account issues, create and manage tickets for work management systems, and processing various administrative tasks like filing and data entry
Manage SYLAN (Legacy) account permissions and groups, including modifying file permissions and creating new shared items
Handle NMCI group and Legacy group tasks within Active Directory
Create and set permissions for drop boxes and shared drives
Perform user account deactivation and profile management in accordance with employee checkout procedures
Perform deeper technical troubleshooting and issue resolution, escalating unresolved matters to the appropriate higher-level personnel
Manage issues related to NMCI and legacy system integrations
Provide support for complex hardware/software problems beyond the scope of Tier 2
Process System Authorization Access Request – Navy (SAAR-N) forms, including creation of NMCI, NMCI U-NNPI, and SIPRNET accounts through the NMCI Enterprise Tool (NET)
Submit new account and Move Add Change (MAC) requests to NMCI for NMCI, NMCI U-NNPI, and SIPRNET accounts
Provide password resets, account unlocks, and permissions management for legacy systems, SECNET accounts, and Active Directory users
Provide support for issues related to network account creation, logical moves, and profile issues
Handle account activation, password resets, and user data updates through government provided tools. (e.g., UTAM and Remedy)
Manage permissions, file shares, and account deactivation as part of employee checkouts
Assist with account verification, and process new accounts and user data for network systems and corporate applications
Qualification
Required
Active, in-scope US Government issued Top Secret clearance
Due to the nature of the work and contract requirements, US Citizenship is required
Must have CompTIA Security+ (must be current and compliant with DoD 8570 or relevant agency policy)
Minimum of four (4) or more years of experience for Tier III roles in advanced support functions such as system access management, endpoint administration, or incident response
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
Preferred
Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals
A bachelor's degree in information technology or a closely related discipline is preferred
Company
Trace Systems Inc.
Trace Systems Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kenneth Hilton
COO
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