IT Service Desk Support Low Mid - level. - Secret Clearance

IT Service Desk Support Low Mid-Level

Job Type: Full-Time, On-site, (Pending Contract Award)

Location: NNSY, Portsmouth, VA

Clearance Required: Position requires an active DoD Secret Clearance

Experience Level: (4–7 Years)

Certifications Required: Current CompTIA Security+ certification (DoD 8570 compliant or agency equivalent).

Mandatory: Considering local candidates with US Citizenship only. Employer will not sponsor applicants for work visas for this position.

Overview

MILVETS is currently seeking a motivated IT Service Desk Support professional with 4–7 years of experience in advanced technical support functions. The ideal candidate will have a strong background in Tier II/III support, providing exceptional service across Windows and macOS environments, Microsoft 365 applications, and enterprise IT systems. This role requires hands-on experience in incident management, user account administration, and remote support for both on-site and remote workforces.

About the Company

Since its founding in 1986, MILVETS Systems Technology, Inc. has been a reliable provider of quality services in the information and technology fields. As a Service-Disabled Veteran-Owned Small Business, certified by the Small Business Administration as a Small Disadvantaged Business, the company was founded to offer efficient, cost-effective information technology services to commercial and government clients.

Key Responsibilities

• Provide Tier II/III desktop support and service desk operations, troubleshooting hardware and software issues on Windows and macOS systems.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Utilize remote support tools such as RDP and SCCM to resolve technical issues.
• Operate and manage ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
• Perform user account management within Active Directory, including provisioning, group policy administration, and access control configuration.
• Apply networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
• Follow cybersecurity best practices, including endpoint security, data handling, access control, and incident reporting.
• Maintain compliance with role-based access control (RBAC) and organizational policies.
• Deliver excellent customer service, communication, and problem-solving in high-pressure environments.
• Participate in shift-based or on-call operational schedules, supporting remote and hybrid workforce needs in accordance with SLAs and ITIL practices.

Technical Expertise

• Windows and macOS troubleshooting and administration
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Remote support tools: RDP, SCCM
• Ticketing and incident management systems (ServiceNow, BMC Remedy, Jira)
• Active Directory administration and user provisioning
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN
• Cybersecurity awareness and compliance best practices
• ITIL service management principles

Required Qualifications

• Associate Degree in Information Technology, Computer Science, or a related field (bachelor’s degree preferred).
• 4–7 years of relevant Tier II/III technical support experience.
• CompTIA Security+ certification (current and compliant with DoD 8570 or relevant agency policy).
• Proven experience with desktop support, system access management, and incident resolution.
• Strong written and verbal communication skills with effective customer service abilities.

Preferred Attributes

• CompTIA A+ certification
• ITIL v4 Foundation certification
• Microsoft 365 Fundamentals or Azure Fundamentals certification
• Experience supporting remote or hybrid workforce environments
• Demonstrated ability to operate under SLAs and high-pressure situations