Night Shift IT Support - Top Secret Security+ (On-site)

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

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.