Description
Job Summary
We are seeking an Intermediate IT Support Specialist to provide technical support across a Department of Defense enterprise environment. This role serves as the primary point of contact for end users, resolving hardware, software, and operating system issues while ensuring service level agreements (SLAs) are met. The position also includes documenting incidents, maintaining knowledge-base resources, and supporting secure, mission-critical operations.
This position is contingent upon funding.
What You Will Do
Provide intermediate-level technical support for hardware, software, and operating system issues
Serve as the primary point of contact for end users within a DoD enterprise environment
Install and support standard productivity suites and enterprise applications
Diagnose, troubleshoot, and resolve end-user technical issues
Document all incidents, service requests, and resolutions within the help desk system
Create detailed incident reports and maintain user-friendly knowledge-base articles
Ensure compliance with established SLAs and IT service management processes
Requirements
Requirements
Bachelor’s degree in IT, Cybersecurity, Data Science, Information Systems, Computer Science, or related field
OR Associate degree with four or more years of relevant experience
OR Six years of equivalent experience
Active DoD Top Secret clearance (or higher) with TS/SCI eligibility
Three or more years of experience in computer user support (CSWF Intermediate) or equivalent hands-on training
One of the following DoD-approved baseline certifications: A+, Network+, CND, Security+, or GSEC
Strong ability to diagnose and resolve end-user hardware and software issues
U.S. Citizenship required
Desired Qualifications
Advanced troubleshooting experience with Windows 10/11, macOS, and major Linux distributions
Proficiency with Microsoft 365 (Exchange, Teams, SharePoint) and DoD SaaS applications
Experience using remote-support tools (e.g., Bomgar, TeamViewer, VNC) and imaging solutions (MDT, SCCM, Ghost)
Strong working knowledge of Active Directory, Group Policy, and Azure AD
Ability to automate routine tasks using PowerShell or Bash
Excellent written communication skills and experience creating knowledge-base documentation
Customer-service mindset with focus on meeting or exceeding SLA targets
Familiarity with ITIL/ITSM processes and incident management best practices
Travel Requirements
Domestic travel up to 10% annually (approximately two weeks)
Limited international travel (less than 5%) as required and subject to clearance approval
