onsite
IT Specialist Customer Support - Naval Supply Systems Command
Software Engineer
Provide tier‑1 technical support for end users, resolve hardware and software issues, manage user accounts, and maintain service desk tools such as ServiceNow in a DoD environment.
About the role
Key Responsibilities
- Serve as the first point of contact for end‑user technical issues, diagnosing and resolving hardware, software, and network problems.
- Manage user account lifecycle tasks in Active Directory, including provisioning, de‑provisioning, and permission changes.
- Log, track, and close incidents and service requests using ServiceNow, adhering to ITIL best practices.
- Provide remote and on‑site support for Windows workstations, printers, and peripheral devices.
- Collaborate with higher‑level support teams to escalate complex issues and ensure timely resolution.
Requirements
- Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
- 2+ years of experience in end‑user support within a government or large‑enterprise environment.
- Proficiency with Windows operating systems, Active Directory, and ServiceNow ticketing.
- Understanding of ITIL incident management processes and basic networking concepts (TCP/IP, DNS, DHCP).
- Strong communication skills and ability to work effectively with diverse users.
Skills
active directoryservicenow