User Support Specialist

BayNova; Alexandria (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

BayNova in Alexandria, VA is seeking a diligent User Support Specialist to support a federal government client. The role focuses on end-user support, IT infrastructure, and ticket-driven service delivery using tools like ServiceNow and Office365.

You will collaborate with help desk and infrastructure teams, manage user accounts, printer and PC setups, and participate in medium-size projects to deliver reliable systems solutions.

Qualifications

• 1 year of technical experience with working knowledge of desktop support technologies or a High School Diploma with ITIL/ITSM, A+ or applicable technical certification.
• Working knowledge of the Microsoft environments.
• Ability to obtain a PublicTrust Clearance.

Responsibilities

• Escalated user support administration and ticket management in ServiceNow.
• Office365 administration and troubleshooting of email accounts.
• Serve as liaison between the help desk and infrastructure support teams.
• Provide user support, account management, printer/PC setup, and LAN configuration.
• Maintain team communications and notifications to customers; participate in team meetings.
• Generate detailed SOPs and support ad hoc projects.
• On-site support in Alexandria, VA with limited work-from-home options.

Skills

DeskTop Support

Microsoft Windows

Office365

ITIL/ITSM

Customer Service

Troubleshooting

Education

High School Diploma

ITIL/ITSM Certification

Tools

ServiceNow

Control-M

Job description

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an important federal government client in Alexandria, VA.
We are seeking hardworking, competitive candidate that is driven to succeed with a natural sense of urgency. You are a self-starter with a reputation for being an effective team player, who proactively looks to improve and add efficiency to current processes. You exercise judgment in the decision-making process to provide consistent customer service. You are highly proficient in problem solving and can follow a systematic troubleshooting approach. This position is responsible for maintaining IT systems and end user support needs. This includes supporting all aspects of IT infrastructure, user accounts, telephony, and application needs. The position also includes working on medium-sized projects to ensure the timely development and delivery of reliable and efficient systems-related solutions to business requirements. Daily Job Responsibilities:

• Escalated user support administration
• Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements.
• Office365 administration and troubleshooting of email accounts.
• Serve as liaison between the help desk and infrastructure support teams.
• Provide user support, troubleshooting, adding/removing/modifying user accounts, printer setup, PC setup and initial LAN configuration.
• Must be able to delegate and prioritize responsibilities.
• Responsible for escalation within the team or to management
• Communicate and work effectively with other contractors and personnel from other system administration teams.
• Responsible for team communications and notifications to customer
• Attends team meetings and keeps team members informed of perti nent information.
• Control-M administrator. Including the administration, configuration, and execution ad hoc jobs using Control-M
• Generate detailed SOPs.

Requirements:

• Ability to obtain a PublicTrust Clearance
• 1 year of technical experience with working knowledge of desktop support technologies or High School Diploma with ITIL/ITSM, A+ or applicable technical certification

• Working knowledge of the Microsoft environments

• Ability to work onsite at the customer's location in Alexandria, VA; Work-from-home available on a case-by-case basis.
• 24x7 On-call rotation for after ho urs support
• Nights and/or weekends troubleshooting, maintenance, and any other special circumstances
• Self-starting individual with the ability to work independently on issues with minimal supervision.
• Detail-oriented technical and strong analytical skills.
• Exceptional customer service and follow-up skills.