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User Support Specialist

BayNova

Role overview

Qualifications

  • Ability to obtain a Public Trust Clearance
  • 1 year of technical experience with working knowledge of desktop support technologies or High School Diploma with ITIL/ITSM, A+ or applicable technical certification
  • Working knowledge of the Microsoft environments
  • Self-starting individual with the ability to work independently on issues with minimal supervision

Responsibilities

  • Escalated user support administration
  • Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements
  • Serve as liaison between the help desk and infrastructure support teams
  • Generate detailed SOPs

Key facts

Hard skills

ServiceNow Desktop Support

Other skills

  • Problem Solving
  • Communication
  • Teamwork
  • Customer Service

About the company

BayNova logo

BayNova

IT Services & IT Consulting

BayNova is a results-oriented consulting and technology services firm dedicated to serving the U.S federal government and commercial enterprises. Aptly named for our ties to two major technology hubs, BayNova’s team of military veterans, technology experts, and business practitioners work relentlessly to deliver mission-enabling solutions that facilitate positive outcomes for our customers. BayNova's core business provides expertise in: Agile Development Cloud Cybersecurity Data Digital Services DevOps Enterprise IT Technology Management

Company details

IndustryIT Services & IT Consulting
Company size11 - 50

Links

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Job description

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an important federal government client in Alexandria, VA.

We are seeking hardworking, competitive candidate that is driven to succeed with a natural sense of urgency. You are a self-starter with a reputation for being an effective team player, who proactively looks to improve and add efficiency to current processes. You exercise judgment in the decision-making process to provide consistent customer service. You are highly proficient in problem solving and can follow a systematic troubleshooting approach.

This position is responsible for maintaining IT systems and end user support needs. This includes supporting all aspects of IT infrastructure, user accounts, telephony, and application needs. The position also includes working on medium-sized projects to ensure the timely development and delivery of reliable and efficient systems-related solutions to business requirements.

Daily Job Responsibilities:
  • Escalated user support administration
  • Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements.
  • Office365 administration and troubleshooting of email accounts.
  • Serve as liaison between the help desk and infrastructure support teams.
  • Provide user support, troubleshooting, adding/removing/modifying user accounts, printer setup, PC setup and initial LAN configuration.
  • Must be able to delegate and prioritize responsibilities.
  • Responsible for escalation within the team or to management
  • Communicate and work effectively with other contractors and personnel from other system administration teams.
  • Responsible for team communications and notifications to customer
  • Attends team meetings and keeps team members informed of pertinent information.
  • Control-M administrator. Including the administration, configuration, and execution ad hoc jobs using Control-M
  • Generate detailed SOPs.
Requirements:
  • Ability to obtain a Public Trust Clearance
  • 1 year of technical experience with working knowledge of desktop support technologies or High School Diploma with ITIL/ITSM, A+ or applicable technical certification
  • Working knowledge of the Microsoft environments
  • Ability to work onsite at the customer's location in Alexandria, VA; Work-from-home available on a case-by-case basis.
  • 24x7 On-call rotation for after hours support
  • Nights and/or weekends troubleshooting, maintenance, and any other special circumstances
  • Self-starting individual with the ability to work independently on issues with minimal supervision.
  • Detail-oriented technical and strong analytical skills.
  • Exceptional customer service and follow-up skills.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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