Help Desk Technician - Overnight - Top Secret

Prosoft; Norfolk (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Prosoft is seeking a Computer User Support Specialist for an overnight, on-site role in Norfolk. The candidate will provide desktop support across Windows and macOS, manage Microsoft 365 services, and resolve issues using RDP and SCCM. Strong ticketing, AD management, and cybersecurity awareness are essential.

The position requires an active Top Secret clearance and current Security+ CE certification. Bachelor’s degree preferred, with 2–4 years of Tier II or 4+ years at Tier III levels in

Qualifications

• Minimum 2–4 years for Tier II, or 4+ years for Tier III in advanced IT support.
• Experience supporting Windows and macOS desktops.
• Current Security+ CE or higher required at start.
• Familiarity with ITIL processes and SLAs is expected.
• RBAC and data handling policies knowledge is preferred.

Responsibilities

• Provide desktop support and service desk operations for Windows/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.

Skills

Basic networking

Windows/macOS desktop support

ITIL familiarity

Customer service

Education

Associate Degree in IT/CS

Bachelor’s degree preferred

Tools

RDP

SCCM

ServiceNow

Jira

Active Directory

Job description

Position: Computer User Support Specialist

Location: Norfolk, 100% on-site

Shift hours: 11:20pm - 7:50am (Overnight shift)

Clearance: An active Top Secret clearance

CompTIA Security+: A current certification is required upon starting

Responsibilities

• 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