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Service Desk and Helpdesk Support with Security Clearance

Company: McBride Consulting LLC (MCB)
Location: Norfolk
Posted on: June 4, 2024

Job Description:

About McBride
McBride is a certified Minority-Owned Business Enterprise (MBE), Service-Disabled Veteran-Owned Small Business (SDVOSB), and Disadvantaged Business Enterprise (DBE) management and IT consulting firm with significant professional services experience that includes business strategy development, program management, business process improvement, change management, human capital management, disaster recovery, and operationsAbout the Client
Based in Norfolk, Virginia, USA the NCI Agency is looking for Service Desk and Helpdesk Support (Level 1) in the journey to support NATO's modernization of IT services, leveraging the public cloud (Microsoft 365 and Intune), to deliver managed, protected and reliable End User ServicesSupreme Allied Commander Transformation (SACT) Norfolk: SACT Norfolk is dedicated to transforming and modernizing NATO's military capabilities to address evolving security challengesThis command leads NATO's efforts in innovation, capability development, and strategic transformation, ensuring the alliance's operational readiness and effectivenessJoint Force Command (JFC) Norfolk: JFC Norfolk is responsible for ensuring the security of the North Atlantic and coordinating joint military operations across the regionThis command plays a crucial role in maintaining transatlantic security and readiness by planning and executing joint and combined operations to protect NATO's interestsNCI Agency - Cloud Centre of Excellence (CCoE): The NCI Agency is dedicated to providing advanced technological solutions and support to NATO and its member nationsIts mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-makingThe agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologiesJob Description
--- End-User Device Support: o Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intuneo Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users--- Microsoft 365 Services Support: o Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Businesso Assist users with M365 collaboration tools, ensuring efficient use and problem resolution--- Remote Assistance: o Use remote help tools to provide support and troubleshooting for remote userso Guide users through problem-solving processes remotely, ensuring clear communication and resolution--- Password Resets and Account Management: o Assist users with password resets and account unlocks in accordance with security protocolso Manage intermediate user account tasks in Azure AD, including updating user information and permissions--- Incident Logging and Tracking: o Log and track support incidents using the Jira Service Desk ticketing systemo Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels--- Escalation: o Escalate complex issues to Level 2 support or appropriate teams when necessaryo Follow up on escalated issues to ensure timely resolution and user satisfaction--- Knowledge Base Management: o Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutionso Share knowledge and best practices with team members to improve overall service quality--- User Education: o Provide users with guidance and training on best practices for using end-user devices and M365 serviceso Promote self-service tools and resources to empower users and reduce support requests--- Performance Monitoring: o Monitor support metrics and KPIs to ensure high-quality service deliveryo Participate in regular reviews to identify areas for improvement and implement corrective actions--- Communication and Collaboration: o Communicate effectively with users to understand their issues and provide clear instructionso Collaborate with IT teams to resolve issues and improve service deliveryRequirements
--- Technical Proficiency: o Strong understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intuneo Experience with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business--- Problem-Solving Skills: o Strong troubleshooting skills to diagnose and resolve hardware, software, and network issueso Ability to guide users through problem-solving steps effectively--- Communication and Interpersonal Skills: o Excellent verbal and written communication skillso Full proficiency in Englisho Ability to communicate technical information to non-technical users in a clear and concise manner--- Customer Service Orientation: o Strong customer service focus with a commitment to user satisfactiono Patience and empathy when dealing with user issues and concerns--- Organizational Skills: o Ability to manage multiple support tickets and prioritize tasks effectivelyo Attention to detail in documenting support activities and maintaining accurate records--- Team Collaboration: o Ability to work effectively as part of a team and share knowledge and resourceso Willingness to collaborate with colleagues to solve complex issues--- Jira Service Desk Proficiency: o Experience using Jira Service Desk for incident logging and trackingo Ability to utilize Jira features for effective service management and reportingEducation & Clearances
--- Bachelor's Degree Required
--- NATO Secret or US Secret Our people and culture
McBride is an Equal Opportunity EmployerMcBride does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate lawAll employment is decided on the basis of qualifications, merit, and business need.

Keywords: McBride Consulting LLC (MCB), Norfolk , Service Desk and Helpdesk Support with Security Clearance, Other , Norfolk, Virginia

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