Computer User Support Specialist

Overview

DecisionPoint Corporation is seeking a Computer User 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 approximatley 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.

Duties & Responsibilities

• Provide Tier III computer user support, including desktop support and service desk operations for end users in Windows and macOS environments.
• Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues.
• Operate and manage IT ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) to document incidents, track resolutions, and escalate issues in accordance with established procedures.
• Perform user account management in Active Directory, including account provisioning and deprovisioning, group membership changes, basic group policy administration, and access control configuration.
• Apply foundational networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
• Follow cybersecurity best practices related to data handling, endpoint security, access control, and incident reporting.
• Maintain compliance with role-based access control (RBAC) policies and acceptable use standards.
• Provide clear written and verbal communication while delivering professional, customer-focused support in fast-paced or high-pressure environments.
• Support shift-based or on-call operational schedules, as required.
• Assist with supporting remote and hybrid workforce environments while meeting defined service-level agreements (SLAs).
• Follow ITIL-aligned service management practices and contribute to continuous service improvement.

Qualifications

R equired Qualifications:

• Active Top Secret clearance with SCI eligibility.
• Associate Degree in Information Technology, Computer Science, or a related field with a minimum of 4 years of relevant IT support experience in a Tier III or equivalent support role.
• CompTIA Security+ certification, compliant with DoD 8570 or applicable agency policy.
• Experience providing end-user support in an enterprise IT environment.
• Working knowledge of Microsoft Windows, macOS, Microsoft 365, Active Directory, and common IT support tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently and collaboratively while managing multiple priorities.

Preferred Qualifications and Certifications:

• Bachelor's degree in Information Technology or a closely related discipline.
• CompTIA A+ certification
• ITIL v4 Foundation certification.
• Microsoft 365 Fundamentals or Microsoft Azure Fundamentals certification.
• Experience supporting government, DoD, or other regulated environments.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: 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 a 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 (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.