User Support Specialist

Bay Nova has an exciting opportunity for a User Support Specialist to join our team in support of an important federal government client in Alexandria, VA
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We are seeking a 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 Service Now to maintain ticketing queues by accepting tickets and closing them according to service level agreements.
• Office
  365 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.

Voluntary Self‑Identification of Veteran

A “disabled veteran” is one of the following:

• a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
• a person who was discharged or released from active duty because of a service‑connected disability.

A “recently separated veteran” means any veteran during the three‑year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self‑Identification of Disability

Voluntary Self‑Identification of Disability Form CC‑305
OMB Control Number 1250‑0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity…