IT Support Specialist (Customer Support)

Quick Facts

• Role: Information Technology Specialist (Customer Support)

• Team/Area: Network Enterprise Center (NEC)

• Focus: Day-to-day IT support, remote troubleshooting, and customer guidance

Description

Provide day-to-day technical support and troubleshooting for computer automation equipment, security, and customer-specific requirements. Configure, install, upgrade, and troubleshoot hardware and software components remotely based on customer-submitted trouble tickets, and provide accurate guidance on authorized baseline software for computer systems and servers. Serve as a liaison between the NEC and users to resolve technical issues and coordinate technical advice for designated points of contact.

Responsibilities

• Provide day-to-day technical support and troubleshooting for IT equipment and security

• Deliver services remotely based on trouble tickets (configuration, installation, upgrades, troubleshooting)

• Provide functional support and technical advice on authorized baseline software

• Liaise between the NEC and users; coordinate technical advice for section leaders and activity POCs

Requirements

• One year of directly applicable IT experience demonstrating required competencies for immediate success

• Specialized experience demonstrating attention to detail, customer service, oral communication, and problem solving

• Ability to obtain and maintain Secret security clearance eligibility (background investigation and credit check required)

• U.S. citizenship (proof required)

• Ability to meet Emergency-Essential and Mission-Essential expectations, including crisis/wartime duty

• Ability to work scheduled and unscheduled overtime and shifts to support 24-hour coverage

• TDY/business travel requirement of 20%

• Valid driver’s license and valid U.S. passport

• Completion of required training and certifications/recertifications per DoDM 8140.03

• Pre-employment physical and annual medical examination

Benefits

A comprehensive federal benefits package is offered; eligibility depends on the type of position held and whether the role is full-time, part-time, or intermittent.