Help Desk Technician - Overnight - Top Secret

Professional Software Engineering, Inc. (PROSOFT); Cornholme; On-site; GBP 52,223 - 74,605; Full time

Job summary

Professional Software Engineering, Inc. (PROSOFT) in Norfolk is seeking a Computer User Support Specialist to deliver Tier II/III support for network and system assets.

You will troubleshoot hardware and software on Windows and macOS, support Microsoft 365 apps, and resolve issues using RDP and SCCM. Responsibilities include incident ticketing with ServiceNow/Jira, Active Directory user provisioning, RBAC enforcement, and adherence to cybersecurity best practices and ITIL-aligned SLAs.

Qualifications

• 2–4 years of Tier II experience or 4+ years of Tier III experience in advanced support.
• KSAs include basic networking (TCP/IP, DNS, DHCP, VPN).

Responsibilities

• Provide desktop support and service desk across Windows and macOS.
• Support Microsoft 365 apps: Outlook, Teams, OneDrive, SharePoint.
• Use RDP and SCCM to resolve technical issues.
• Manage tickets in ServiceNow, BMC Remedy, or Jira for incident tracking and escalation.
• Administer Active Directory: provisioning, groups, access control.
• Uphold cybersecurity best practices and RBAC/AUP compliance.
• Communicate clearly and provide strong customer service under pressure.
• Support on-site, shift-based or on-call schedules; align with SLAs and ITIL.

Skills

Desktop support

Service desk

Windows/macOS

Microsoft 365

Active Directory

RDP

SCCM

ITIL

RBAC

Customer service

Education

Associate Degree in IT

Bachelor's preferred

Tools

ServiceNow

BMC Remedy

Jira

VPN technologies

Job description

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:

• Provide desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
• Operate and manage ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
• Perform user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
• Demonstrate awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
• Maintain compliance with role-based access control (RBAC) and acceptable use policies.
• Exhibit strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.
• Participate in or support shift-based or on‑call operational schedules, as required.
• 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