IT Service Desk Support Specialist

IT Service Desk Support Specialist Job Location

US-VA-Norfolk

Information Technology

Regular Full-Time

DecisionPoint Corporation is seeking an IT Service Desk Support Specialist for the Norfolk Naval Shipyard IT Support Services contract. NNSY's mission is to safely return warships to the Fleet on time and within budget. The NNSY CIO (Code 109) provides comprehensive IT and telecom support that maintains Fleet readiness in logistics, maintenance, engineering, supply, legal, readiness reporting, emergency response, and more.

The CIO installs, manages, and secures all shipyard networks and systems; approves IT purchases; and runs a Navy/DoD‑compliant Information Assurance program. It supports approximately 10,000 NMCI seats and leads cyberspace efficiency initiatives while managing SYLAN, SECNET, Mobile Workforce Enablement, NFPCICN, standalone systems, servers, wireless networks, circuits, applications and devices.

This position is fully on‑site.

• Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
• Supporting Microsoft 365 applications and services, including Outlook, Teams, One Drive, and SharePoint.
• Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
• Operating and managing ticketing systems (e.g., Service Now, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
• Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
• Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
• Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
• Maintaining compliance with role‑based access control (RBAC) and acceptable use policies.
• Exhibiting strong written and verbal communication, effective customer service, and problem‑solving skills in high‑pressure environments.
• Participating in or supporting shift‑based or on‑call operational schedules, as required.
• Supporting remote and hybrid workforce environments with an understanding of service‑level agreements (SLAs) and ITIL practices.

• Active Top Secret clearance with SCI eligibility.
• Associate Degree in Information Technology, Computer Science, or a related field. A bachelor's degree in information technology or a closely related discipline is preferred.
• Four (4) years of relevant experience.
• Certifications:
  
  Must have CompTIA Security+ (must be current and compliant with DoD 8570 or relevant agency policy).
• Recommended certifications:
  CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals.

• EEO and Affine: DecisionPoint Corporation is an Equal Employment Opportunity and affirmative action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status or any other protected status under Federal, State or local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is…