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BayNova · 1 month ago

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.User Support Specialist

Alexandria, VA

Full-time

Hybrid

Entry Level

1+ years exp

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an important federal government client in Alexandria, VA. The role involves maintaining IT systems and providing end user support, including troubleshooting, user account management, and project work to deliver efficient systems-related solutions.

Cyber SecurityInformation TechnologyIT InfrastructureSoftware

No H1B

Security Clearance Required

Responsibilities

Escalated user support administration

Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements

Office365 administration and troubleshooting of email accounts

Serve as liaison between the help desk and infrastructure support teams

Provide user support, troubleshooting, adding/removing/modifying user accounts, printer setup, PC setup and initial LAN configuration

Must be able to delegate and prioritize responsibilities

Responsible for escalation within the team or to management

Communicate and work effectively with other contractors and personnel from other system administration teams

Responsible for team communications and notifications to customer

Attends team meetings and keeps team members informed of pertinent information

Control-M administrator. Including the administration, configuration, and execution ad hoc jobs using Control-M

Generate detailed SOPs

Qualification

ServiceNowOffice365Control-MITIL/ITSMA+ certificationDesktop supportAnalytical skillsCustomer serviceTeam playerDetail-oriented

Required

Ability to obtain a Public Trust Clearance

1 year of technical experience with working knowledge of desktop support technologies or High School Diploma with ITIL/ITSM, A+ or applicable technical certification

Working knowledge of the Microsoft environments

Ability to work onsite at the customer's location in Alexandria, VA; Work-from-home available on a case-by-case basis

24x7 On-call rotation for after hours support

Nights and/or weekends troubleshooting, maintenance, and any other special circumstances

Self-starting individual with the ability to work independently on issues with minimal supervision

Detail-oriented technical and strong analytical skills

Exceptional customer service and follow-up skills