User Support Specialist

BayNova LLC; Alexandria (VA); Hybrid; USD 45,000 - 60,000; Full time

Job summary

BayNova LLC is seeking a User Support Specialist to join our Alexandria, VA team for a federal government client. The ideal candidate will have a background in desktop support technologies and strong analytical skills, along with a dedication to customer service. Responsibilities include managing escalated user support and utilizing ServiceNow for ticketing. The position demands excellent problem-solving abilities and working knowledge of Microsoft environments. Work-from-home options may be available on a case-by-case basis.

Qualifications

• 1 year of technical experience with desktop support technologies.
• Ability to obtain a Public Trust Clearance.
• Detail-oriented with strong analytical skills.

Responsibilities

• Manage escalated user support administration.
• Use ServiceNow for ticketing and resolution.
• Provide user support and troubleshooting for PC and email.
• Serve as liaison between help desk and infrastructure teams.
• Generate SOPs.

Skills

Problem solving

Customer service

Technical support

Analytical skills

Teamwork

Office365 administration

Education

High School Diploma with ITIL/ITSM, A+ or applicable technical 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 a 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.

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 pertinent information.
• Control‑M administrator – including the administration, configuration, and execution of ad‑hoc jobs using Control‑M.
• Generate detailed SOPs.

Requirements

• Ability to obtain a Public Trust Clearance.
• 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 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‑hours 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.

BayNova is an equal opportunity employer. We encourage veterans and individuals with disabilities to apply.