Position: Computer User Support Specialist
Location: Norfolk, 100% on-site
Shift hours: 11:20pm - 7:50am (Overnight shift)
Clearance: Top Secret (with SCI eligibility)
CompTIA Security + required
Job Description:
The Computer User Support Specialist shall work to provide Tier II and III user support for Network and System assets. They will be responsible to:
a. Provide desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
b. Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
c. Utilize remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
d. Operate and manage ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
e. Perform user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
f. Demonstrate awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
g. Maintain compliance with role-based access control (RBAC) and acceptable use policies.
h. Exhibit strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.
i. Participate in or support shift-based or on-call operational schedules, as required.
j. Support remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices.
Qualifications:
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. KSAs include:
· Basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
Education:
Associate Degree in Information Technology, Computer Science, or a related field. A Bachelor's degree in Information Technology or a closely related discipline is preferred.
Certifications:
· Active Security + CE or higher
· Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals
We have an uncompromising commitment to providing our customers with quality technical products and services, while meeting high moral and ethical standards in the performance of our jobs. True Quality Assurance is the result of management commitment, dedication, and hard work throughout every level of our organization. Quality is an integral part of our operations and is evident in every aspect of our business, and PROSOFT enjoys an exceptional record of corporate performance.
The objective of PROSOFT's Quality Policy is to exceed the needs and expectations of our customers by providing highly skilled professionals. We attribute our success to our best-in-class personnel supported by a corporate culture that endorses the continual training, education, and empowerment of our employees in the delivery of quality technical products and services. Our active, company-wide Quality Management System provides an environment to establish, communicate, and review the quality objectives that enable us to continually cultivate success. PROSOFT and our employees commit to continuously improve the processes by which we provide our services and products, so that our work meets requirements, and is done right the first time.