• IT Desktop Support

    Leader Communications Inc. (Portsmouth, VA)


    Position Summary

    Provides IT support to users to include hardware/software support, IT asset management, and user/access permissions; resolves tickets assigned, to include tickets escalated to higher levels of support.

     

    Individuals must be able to attain and maintain a valid U.S. Government security clearance in order to be retained in this position.

     

    Duties & Responsibilities

    Includes but is not limited to the following:

    + Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.

    + Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.

    + Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.

    + Operating and managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.

    + Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.

    + Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.

    + Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.

    + Maintaining compliance with role-based access control (RBAC) and acceptable use policies.

    + Exhibiting strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.

    + Participating in or supporting shift-based or on-call operational schedules, as required.

    + Supporting remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices.

     

    This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

     

    Education & Experience Requirements

     

    + Must have a minimum of 4 years’ related experience

    + Associates degree in an IT-related discipline (e.g., Computer Science, Information Technology, Software Engineering) or Level II Certification (Security+ or better) AND four (4) years of relevant experience as described above.

    + Certifications active CompTIA Security+ (must be current and compliant with DoD 8570 or relevant agency policy). Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals.

    + SECURITY CLEARANCE REQUIREMENTS: Secret

     

    Skill & Certification Requirements

     

    + IT Help Desk support

    + Remedy

    + Hardware/Software support

    + User/permissions support,

    + Windows systems Support

    + Windows 10

    + Desktop, laptop, VTC support

    + Microsoft Office Suite

    + Professional Certification

    + CompTIA Security+ certification preferred

    + Demonstrated communication skills verbal written

    + Position requires sitting for long periods of time

    + Most duties require extended use of a keyboard and computer monitor

    + May require lifting of 20-40 lbs

    + LCI is an Equal Opportunity Employer Veteran/Disabled

    + Leader Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]