Northrop Grumman
Classified Solutions
EndUserSupport1/2ThirdShift
“End User Support 1/2 - Third Shift at Northrop Grumman. Skills: End User Support, technical support, troubleshooting, ITIL, ITSM. Provides technical support for computers and associated networks.. Installs, troubleshoots, services, and repairs of personal computers, related PC software, telephones, cables, and connectors.”
What You'll Achieve.
Resolves tickets within established SLAs; Establishes and maintains high levels of customer satisfaction according to defined objectives
Industry & Context.
troubleshoots; Diagnoses, identifies, isolates and analyzes problems utilizing historical database records
Relocation assistance may be available, CLEARANCE REQUIRED FOR START: Yes, CLEARANCE TYPE: Secret, TRAVEL: Yes, 10% of the Time, third shift position, work on-site in Palmdale, CA from 9:00PM to 7:00AM local, Due to the classified nature of the work being performed, this position does not offer any virtual or telecommute working options., Applicants are encouraged to apply, only if they are willing to work on-site., U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.
What They're Looking For.
Must Have
Master’s or Bachelor's degree with 0 years of OR an Associate’s degree with 2 years of relevant OR a High School Diploma (or equivalent) with 4 years of relevant experience is required, DOD 8140 security certification (examples: Security+ CE or greater), current DOD Secret level security clearance (at a minimum) with the ability to obtain and maintain a DOD Top Secret clearance, ability to obtain, and maintain, access to Special Programs as a condition of continued employment, Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, remote deployment methods
Nice to Have
Bachelor’s degree, Active DOD Top Secret, SCI, or SAP/SAR access is preferred, 3 years of experience with IT related hardware in a classified environment, Microsoft Certifications (MCP, MCSE or MCSA) a plus, Proficiency in remote administration and troubleshooting of desktop PCs, SCCM, PowerShell, Experience with thin clients, Experience in Active Directory configuring user and computer accounts, Cross-platform experience (i. e. two or more: Windows, Linux, Solaris, OSX, UNIX, etc.), Experience supporting VMware VDI (Virtual Desktop Infrastructure), Knowledge of Windows operating systems, Active Directory administration, LAN/WAN networking
What You'll Do.
Provides technical support for computers and associated networks.
and repairs of personal computers
Connects personal computers and terminals to existing data networks.
Performs basic PC setups.
Instructs and assists users in the use of personal computers and networks.
Investigates information
and communications needs of users
and makes recommendations regarding software and hardware purchases.
Maintains trouble logs.
Completes paperwork and other tasks needed to satisfy Security requirements.
Successfully follows all Security regulations
and processes regarding the installation
and retirement of PCs and PC-related hardware and software.
Works with Security to remediate classified or unclassified data spillage incidents.
Reviews the trouble ticket queue to identify issues that need to be addressed.
Works through the ticket queue without intervening management direction (self-motivated).
Resolves tickets within established SLAs.
Raises issues that require management attention or involvement.
Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies.
Works with system administrators and other staff to resolve support issues
escalating where appropriate.
Participates in new installations
testing and special projects as needed.
May spend portions of the day away from the desk when supporting users and moving equipment.
Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware
and telecommunications systems.
isolates and analyzes problems utilizing historical database records.
Route calls to product line specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
How You'll Work.
Team & Collaboration
Coordinates with users, service desk, server administrators, network engineers, and customer and IT management.; Works with system administrators and other staff to resolve support issues, escalating where appropriate.
Communication Scope
Exhibits good communication skills
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