VIP IT Support Specialist - Tier III (Top Secret)

People, Technology & Processes, LLC; Norfolk (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

People, Technology & Processes, LLC, in Norfolk, VA, is seeking a Help Desk Technician / Tier III Support to provide advanced end-user support in a high-security DoD environment. The role requires Top Secret clearance and experience resolving complex hardware, VDI, and network issues to keep executive staff productive.

Responsibilities include handling AMC tickets, AD/VDI administration, change-control compliant updates, and contributing to SOPs and training materials.

Qualifications

• 4–6 years IT support experience, preferably in DoD or classified environments.
• Strong ability to resolve complex end-user issues related to hardware, VDI, networking, and software.
• Excellent customer service skills, including executive-level support.
• Familiar with ITSM tools (Remedy, ServiceNow) and COOP operations.

Responsibilities

• Troubleshoot and resolve complex issues escalated from Tier I/II, incl. network, VDI, domain auth, and apps.
• Process AMC tickets: endpoint provisioning, DHCP or static IP assignments, switch port activation, DNS/DHCP updates, and change logging.
• Provide concierge-level IT support for approx. 75 General Officers and VIP users, onsite or remote.
• Assist with AD/VDI account creation, unlocking, and access troubleshooting per security protocols.
• Document, assign, update, and close service requests in the approved ticketing system.
• Maintain troubleshooting guides, SOPs, and AMC process docs; contribute to training materials.
• Support IT continuity during COOP events, including prepositioning and site readiness.
• Monitor enclave tools, identify trends, and escalate to Network Engineers or Cybersecurity as needed.

Skills

End-user support

VIP support

Customer service

Troubleshooting

Communication

Education

Security+ Certification

ITIL Foundations

Tools

Remedy

ServiceNow

Active Directory

VDI

Job description

People, Technology & Processes, LLC, in Norfolk, VA, is seeking a Help Desk Technician / Tier III Support to provide advanced end-user support in a high-security DoD environment. The role requires Top Secret clearance and experience resolving complex hardware, VDI, and network issues to keep executive staff productive.

Responsibilities include handling AMC tickets, AD/VDI administration, change-control compliant updates, and contributing to SOPs and training materials.