Trace Systems
Overview
IT Service Desk Support - Tier III | Location: Portsmouth, VA | Job ID: 2025-6912 | Type: Regular Full-Time | Openings: 2 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. Escalate complex issues that cannot be resolved at Tier 2 to Tier 3 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 perform administrative tasks such as 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, escalate unresolved matters to 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. Qualifications
Active, in-scope US Government issued Top Secret clearance. US Citizenship is required due to the nature of the work and contract requirements. Must have CompTIA Security+ (current and compliant with DoD 8570 or relevant agency policy). Minimum of 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. Experience including desktop support and service desk operations, troubleshooting hardware and software across Windows and macOS, supporting Microsoft 365 apps, remote support tools (RDP, SCCM), ticketing systems (ServiceNow, BMC Remedy, Jira), Active Directory user provisioning and access control, basic networking (TCP/IP, DNS, DHCP, VPN), cybersecurity best practices, RBAC and AUP adherence, and strong communication and customer service skills. Experience with shift-based or on-call schedules and ITIL practices is valued. Desired Qualifications
Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals 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. Trace Systems
Trace Systems Inc. was founded to support and defend our nation\'s security interests and provides enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies. To Apply
We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems. To learn more about our current openings, text TRACEJOBS to 97211 or apply directly through our website at tracesystems.com. #jointracesystems Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics. PI278906381
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IT Service Desk Support - Tier III | Location: Portsmouth, VA | Job ID: 2025-6912 | Type: Regular Full-Time | Openings: 2 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. Escalate complex issues that cannot be resolved at Tier 2 to Tier 3 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 perform administrative tasks such as 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, escalate unresolved matters to 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. Qualifications
Active, in-scope US Government issued Top Secret clearance. US Citizenship is required due to the nature of the work and contract requirements. Must have CompTIA Security+ (current and compliant with DoD 8570 or relevant agency policy). Minimum of 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. Experience including desktop support and service desk operations, troubleshooting hardware and software across Windows and macOS, supporting Microsoft 365 apps, remote support tools (RDP, SCCM), ticketing systems (ServiceNow, BMC Remedy, Jira), Active Directory user provisioning and access control, basic networking (TCP/IP, DNS, DHCP, VPN), cybersecurity best practices, RBAC and AUP adherence, and strong communication and customer service skills. Experience with shift-based or on-call schedules and ITIL practices is valued. Desired Qualifications
Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals 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. Trace Systems
Trace Systems Inc. was founded to support and defend our nation\'s security interests and provides enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies. To Apply
We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems. To learn more about our current openings, text TRACEJOBS to 97211 or apply directly through our website at tracesystems.com. #jointracesystems Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics. PI278906381
#J-18808-Ljbffr