Job Title: IT Service Desk Support

Location: Portsmouth, VA (Onsite)

Clearance: Active DoD Secret

Start: Based on Contract Award

Discover an exciting career at Foxhole Technology, an innovative IT Engineering firm founded in 2007. As leaders in cybersecurity, DEVSEC OPS, Agile Development, Cloud and IT support for federal civilian and defense agencies, we're at the forefront of addressing complex technology challenges. Our talented employee-owners provide agile, scalable solutions, bridging operational gaps, operating critical systems, and securing enterprises worldwide. If you're ready to be part of a team driving impactful innovations, apply today and shape the future of IT with us!

Foxhole Technology is seeking an experienced IT Service Desk Support to support a federal government client. The position will provide IT Service Desk support to the organization and its satellite locations. The IT Service Desk will deliver a comprehensive range of IT support services, covering devices and network service. Support will be available in the form of Tier I, Tier II, and Tier III assistance for walk-in personnel, as well as via phone and email.

• Provide 24-hour, 7 days a week, supplemental Tier 2 and Tier 3 support to assist the Government-staffed IT Service Desk (ITSD) in managing IT hardware and software resources at NNSY and satellite locations.
• Receive and resolve user calls related to hardware and software.
• Create and manage tickets, ensuring proper documentation and follow-up of each issue.
• Capture all data in the Government-provided ticket management system.
• Provide live phone support, email support, and assistance to walk-in customers at the Service Desk.
• Enter problem reports into the automated tracking system for further technician support.
• Manage tickets routed to Tier III for specialized support.
• Assist users with Information Assurance (IA) training and conduct user training sessions.
• Issue and manage user hardware such as keyboards, mice, and other peripherals.
• Perform remote troubleshooting using government provided tools.
• Assist with anti-virus updates and standalone workstation management.
• Resetting PINs on CAC cards, managing legacy account issues, creating and managing tickets for work management systems, and processing various administrative tasks like filing and data entry.
• Manage SYLAN (Legacy) account permissions and groups, including modifying file permissions and creating new shared items.
• Handle group and Legacy group tasks within Active Directory.
• Create and set permissions for drop boxes and shared drives.
• Perform user account deactivation and profile management in accordance with employee checkout procedures.
• Perform deeper technical troubleshooting and issue resolution, escalating unresolved matters to the appropriate higher-level personnel.
• Process system authorization access requests 
• Provide password resets, account unlocks, and permissions management for legacy systems, SECNET accounts, and Active Directory users.
• Handle account activation, password resets, and user data updates through government provided tools. 
• Manage permissions, file shares, and account deactivation as part of employee checkouts.
• Assist with account verification, and process new accounts and user data for network systems and corporate applications.

• Minimum of 4 years of experience in advanced support functions such as system access management, endpoint administration, or incident response.
• Experience providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
• Must demonstrate proficiency in Microsoft Windows (latest and future versions) and MS Office 365.
• AA Degree in IT or related discipline
• CompTIA Security + or higher certification
• Active DoD Secret Clearance

Requirements of position:  Think analytically, effective verbal and written communication skills, make decisions, observe/remember details, interpret data, concentrate on tasks, adjust to change, handle stress/emotions.  Regular attendance, maintain work schedule, attend meetings, meet deadlines, keyboard/type, handle confidential information, use math/calculations, stay organized, operate office equipment, may direct others.  May be exposed to dust/dirt, humidity, and noise.

Foxhole Technology is an Equal Opportunity Employer and makes hiring decisions without regard to race, color, religion, sex (including pregnancy, childbirth and sexual orientation), national origin, age, disability, genetic information, military/veteran status, or any other protected class.