Onsite IT Service Desk Operator - Secret Clearance

Automatic Data Processing, Inc.; Herndon (VA); On-site; USD 48,000 - 68,000; Full time

Job summary

Automatic Data Processing, Inc. is seeking a Service Desk Operator to provide frontline technical support at the Portsmouth Naval Shipyard site. You will handle hardware, software, and system issues via walk-ins, calls, tickets, and emails, creating tickets and guiding users through resolution steps.

Contribute to process improvements and work with the NMCI helpdesk. Strong communication, multitasking, and security awareness are essential for success in this role.

Qualifications

• Minimum 2 years in a customer service environment.
• At least 1 year of IT support experience.
• IS Privileged Access Agreement and CSWF designation required on onboarding.
• Baseline Cyber IT Certifications or education substitute.

Responsibilities

• Provide basic technical assistance for hardware, software, and systems issues.
• Respond to walk-ins, calls, tickets, and emails seeking resolution.
• Create tickets and work with customers to resolve problems with step-by-step guidance.
• Redirect unresolved issues to the next level of support.
• Provide feedback on processes and propose improvements.
• Determine network functionality with tools like Ping and assess resources.
• Understand hardware, software, OS, and remote access capabilities.
• Assist with account status, password changes, and NMCI helpdesk referrals.
• Multi-task and prioritize tasks as needed.

Skills

Technical troubleshooting

Customer service

IT support operations

Communication

Time management

Service Desk tools

Remote access

Analytical thinking

Tools

Service Desk Software

Ticketing System

Remote Access Tools

Citrix

Job description

Automatic Data Processing, Inc. is seeking a Service Desk Operator to provide frontline technical support at the Portsmouth Naval Shipyard site. You will handle hardware, software, and system issues via walk-ins, calls, tickets, and emails, creating tickets and guiding users through resolution steps.

Contribute to process improvements and work with the NMCI helpdesk. Strong communication, multitasking, and security awareness are essential for success in this role.