Computer User Support Specialist

DecisionPoint Corporation is seeking a Junior Computer User Support Specialist for the Norfolk Naval Shipyard IT Support Services contract. NNSY's mission is to safely return warships to the Fleet on time and within budget. The NNSY CIO (Code 109) provides comprehensive IT and telecom support that maintains Fleet readiness in logistics, maintenance, engineering, supply, legal, readiness reporting, emergency response, and more. The CIO installs, manages, and secures all shipyard networks and systems; approves IT purchases; and runs a Navy/DoD-compliant Information Assurance program. It supports approximately 10,000 NMCI seats and leads cyberspace efficiency initiatives while managing SYLAN, SECNET, Mobile Workforce Enablement, NFPCICN, standalone systems, servers, wireless networks, circuits, applications, and devices.

This is a fully on-site position requiring work on assigned shifts. Current shifts are:

• Sat & Sun 0900 - 2100
• 2 Flexible Weekday 8 Hour Shifts, * Provide Tier II computer user support, including desktop support and service desk operations for end users in Windows and macOS environments.
• Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues.
• Operate and manage IT ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) to document incidents, track resolutions, and escalate issues in accordance with established procedures.
• Perform user account management in Active Directory, including account 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 related to data handling, endpoint security, access control, and incident reporting.
• Maintain compliance with role-based access control (RBAC) policies and acceptable use standards.
• Provide clear written and verbal communication while delivering 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 (SLAs).
• Follow ITIL-aligned service management practices and contribute to continuous service improvement.

• Active Top Secret clearance with SCI eligibility.
• Associate Degree in Information Technology, Computer Science, or a related field with a minimum of 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.

Preferred Qualifications and Certifications:

• 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.