Senior Help Desk Technician
Norfolk Naval Base, Norfolk, Virginia
Clearance Required:
Secret Certification
Required:
Sec+ or IAT II Equivalent Years of Experience
Required:
3+ Years Top
Skills Required:
Three (3) years' experience providing Tier 1 and Tier 2 IT help desk or desktop support. Experience with incident tracking/ticketing systems e.g. Service Now Working knowledge of Windows desktop and laptop operating systems Familiarity with imaging, reimaging, and system configuration processes Strong customer service and communication skills Ability to follow documented procedures and security requirements in classified environments
Job Description:
The Senior Computer Help Desk Technician provides Tier 1 and Tier 2 end-user support for personnel at Norfolk, VA. This role is responsible for incident intake, tracking, resolution, and documentation, as well as desktop/laptop system support and computer image deployment across classified and unclassified environments. The position supports mission-critical operations and requires strong customer service skills, technical troubleshooting expertise, and strict adherence to Government incident management, configuration, and security requirements.
Responsibilities:
- Serve as a primary point of contact for user-reported IT incidents, service requests, and technical issues.
- Log, track, update, escalate, and close tickets using Government-directed incident handling and trouble ticketing systems.
- Ensure all incidents are documented accurately and in accordance with response and escalation timelines defined in the PWS.
- Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards.
- Provide regular updates to users and escalate unresolved or priority issues as required.
- Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs).
- Provide Tier 1 and Tier 2 support for unclassified and classified desktop and laptop systems.
- Install, configure, deploy, maintain, troubleshoot, and remove end-user systems and peripherals.
- Perform touch maintenance on IT equipment, including printers, scanners, and approved network peripherals.
- Respond to on-site user support requests within established service-level timelines.
- Replace unserviceable equipment within required response windows.
- Ensure proper hand receipts and property accountability documentation for all issued or replaced equipment.
- Assist in deploying and maintaining approved baseline computer images for systems.
- Load, refresh, and reimage systems using Government-approved images.
- Support maintenance of a local image library and ensure systems meet security certification requirements.
- Coordinate with service providers and system administrators to apply updated images and patches.
- Support testing and deployment of updated images within required timelines.
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