IQUASAR LLC is hiring: IT Service Desk Support in Norfolk

Overview

Job Title: IT Service Desk Support

Location: Norfolk, VA (On-site)

Clearance Required: Top-Secret

Responsibilities

• 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.

Qualifications

• Education: An 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.
• Experience: A 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.
• Certifications: Must have CompTIA Security+ (current and compliant with DoD 8570 or relevant agency policy). Recommended: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals.