IT Service Desk Support - Tier II

Trace Systems • Portsmouth, VA

132d

About The Position

Trace Systems is seeking an IT Service Desk Support personnel to support the Norfolk Naval Shipyard CIO department (Code 109), and the associated network capabilities are currently supporting activities that directly contribute to Navy Fleet readiness. Some of the functions supported by the network include automated tools that enhance the warfighter's ability to execute their mission; support to mission areas such as: Fleet logistics, maintenance, ship industrial and maintenance production activities, engineering, supply, legal, readiness, plans and policy, program planning and management, and personnel; hurricane disaster preparedness and response; world-wide support of bases, the war-fighter, and stations; readiness reporting and support; and securing the Homeland. NNSY CIO is responsible for the installation, administration, development, management, and/or maintenance of all networks and systems installed at NNSY and telecommunication services. The CIO provides IT approval for IT purchases made for and by NNSY. This department ensures that all systems and networks operate in a secure manner by implementing and managing an Information Assurance program that meets all Navy and DoD requirements.

Requirements

• 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 two (2) to four (4) years of relevant experience for Tier II support roles, or 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.

Nice To Haves

• CompTIA A+
• ITIL v4 Foundation
• Microsoft 365 Fundamentals or Azure Fundamentals

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.
• Enter problem reports into the automated tracking system for further technician support.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree