IT Service Desk Support - Tier III

Job Overview

Job Title: IT Service Desk Support
- Tier III

Location: Portsmouth, VA

Trace Systems is seeking an IT Service Desk Support personnel to support the Norfolk Naval Shipyard CIO department (Code 109), and the associated network capabilities are currently supporting activities that directly contribute to Navy Fleet readiness. Some of the functions supported by the network include automated tools that enhance the warfighter’s ability to execute their mission; support to mission areas such as:
Fleet logistics, maintenance, ship industrial and maintenance production activities, engineering, supply, legal, readiness, plans and policy, program planning and management, and personnel; hurricane disaster preparedness and response; world-wide support of bases, the war‑fighter, and stations; readiness reporting and support; and securing the Homeland. NNSY CIO is responsible for the installation, administration, development, management, and/or maintenance of all networks and systems installed at NNSY and telecommunication services.

The CIO provides IT approval for IT purchases made for and by NNSY. This department ensures that all systems and networks operate in a secure manner by implementing and managing an Information Assurance program that meets all Navy and DoD requirements.

• May be required to work on different shifts (1st, 2nd, or 3rd).
• Deliver a comprehensive range of IT support services, covering devices and network services across NNSY and its satellite locations.
• Demonstrate proficiency in Microsoft Windows (latest and future versions) and MS Office 365.
• Receive and resolve user calls related to hardware and software used by NNSY users.
• Complex issues that cannot be resolved at Tier 2 will be forwarded to Tier 3 support for assistance and resolution.
• Create and manage tickets, ensuring proper documentation and follow‑up of each issue.
• Provide live phone support, email support, and assistance to walk‑in customers at the Service Desk. Enter problem reports into the automated tracking system for further technician support.
• Manage tickets routed to Tier III for specialized support.
• Assist users with Information Assurance (IA) training and conduct user training sessions.
• Issue and manage user hardware such as keyboards, mice, and other peripherals.
• Perform remote troubleshooting using government provided tools.
• Assist with anti‑virus updates and standalone workstation management.
• Reset PINs on CAC cards, manage legacy account issues, create and manage tickets for work management systems, and processing various administrative tasks like filing and data entry.
• Manage SYLAN (Legacy) account permissions and groups, including modifying file permissions and creating new shared items.
• Handle NMCI group and Legacy group tasks within Active Directory.
• Create and set permissions for drop boxes and shared drives.
• Perform user account deactivation and profile management in accordance with employee checkout procedures.
• Perform deeper technical troubleshooting and issue resolution, escalating unresolved matters to the appropriate higher‑level personnel.
• Manage issues related to NMCI and legacy system integrations.
• Provide support for complex hardware/software problems beyond the scope of Tier 2.
• Process System Authorization Access Request - Navy (SAAR-N) forms, including creation of NMCI, NMCI U‑NNPI, and SIPRNET accounts through the NMCI Enterprise Tool (NET).
• Submit new account and Move Add Change (MAC) requests to NMCI for NMCI, NMCI U‑NNPI, and SIPRNET accounts.
• Provide password resets, account unlocks, and permissions management for legacy systems, SECNET accounts, and Active Directory users.
• Provide support for issues related to network account creation, logical moves, and profile issues.
• Handle account activation, password resets, and user data updates through government provided tools. (e.g., UTAM and Remedy)
• Manage permissions, file shares, and account deactivation as part of employee checkouts.
• Assist with account verification, and process new accounts and user data for network systems and corporate applications.

• Active, in‑scope US Government issued Top Secret clearance.
• D…