Junior Computer User Support Specialist
DecisionPoint | Cortek•Portsmouth, VA
•Onsite
About The Position
DecisionPoint Corporation is hiring a Junior Computer User Support Specialist for its Norfolk Naval Shipyard IT Support Services contract. The role provides Tier II desktop and service desk support to end users in Windows and macOS environments, helping maintain IT services that support the shipyard’s mission and Fleet readiness. The position is fully onsite and requires work on assigned shifts. Current shifts are 2nd shift, 3:00 PM–10:30 PM, and 3rd shift, 10:00 PM–7:30 AM.
Requirements
- Active Top Secret clearance with SCI eligibility.
- Associate degree in Information Technology, Computer Science, or a related field.
- At least 2 years of relevant IT support experience in a Tier II or equivalent support role.
- 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.
Nice To Haves
- Bachelor’s 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.
Responsibilities
- Provide Tier II computer user support, including desktop support and service desk operations for Windows and macOS users.
- Troubleshoot and resolve hardware, software, and peripheral issues involving desktops, laptops, printers, and mobile devices.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Use remote support tools such as RDP, SCCM, and similar technologies to diagnose and resolve technical issues.
- Operate IT ticketing systems such as ServiceNow, BMC Remedy, or Jira to document incidents, track resolutions, and escalate issues according to procedures.
- Manage user accounts in Active Directory, including 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 for data handling, endpoint security, access control, and incident reporting.
- Maintain compliance with role-based access control policies and acceptable use standards.
- Communicate clearly in writing and verbally while providing 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.
- Follow ITIL-aligned service management practices and contribute to continuous service improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
