Service Desk Operator

Location: Onsite at Portsmouth Naval Shipyard (Kittery, Maine)

Employment Type: Full-Time. Requires a Secret Clearance.

About the Role

The Service Desk Operator (SDO) provides basic technical assistance, support, and advice to customers and users, addressing minor hardware, software, and systems issues. The SDO ensures efficient resolution of customer problems through walk-ins, telephone calls, service tickets, and email messages.

Responsibilities

• Provide basic technical support for minor hardware (e.g., keyboard and CAC reader failures), software, and systems problems via walk-in, phone, tickets, and email.
• Analyze issues to determine if they stem from the network, a system, an application, or the user’s workstation.
• Create tickets and work with customers to resolve problems, offering step-by-step instructions; escalate unresolved issues to the next support level.
• Provide feedback on processes and recommend improvements.
• Troubleshoot using diagnostic techniques:
  • Verify network functionality/availability with tools such as “Ping.”
  • Check shared resources (network-attached drives, print services).
  • Assess application functionality (web, Citrix terminal server, database server, email).
  • Determine user computer account status; assist with account issues, password changes, and redirect users to the NMCI National Helpdesk.
  • Understand basic PC functionality, including hardware, software, virus/malware, Windows policy, and security policy.
• Multi-task and adjust priorities as needed.

Requirements

• Minimum two years’ experience in a customer service environment.
• At least one year of experience and/or knowledge providing customer IT support.
• Must sign an Information Systems (IS) Privileged Access Agreement (PAA) and adhere to its terms.
• After onboarding, must receive and adhere to a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM).
• Must possess (at minimum) one Baseline Cyber IT Certification prior to onboarding, as identified in Specialty Area 41, Entry/Apprentice certification (per SECNAV M-5239.2 and DoD 8570.01M). Education may substitute for certifications as outlined in the referenced manuals.

Skills

• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in IT support operations and customer service.
• Effective time management and task prioritization.
• Experience with Service Desk Ticket systems.
• Familiarity with cybersecurity standards and compliance requirements.

Schedule

Regular shipyard duty hours, approved in advance by TPOC.