User Support Specialist

Bay Nova 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.

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.

• Escalated user support administration
• Use Service Now to maintain ticketing queues by accepting tickets and closing them according to service level agreements.
• Office
  365 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.

• Ability to obtain a Public Trust 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‑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.