IT Support Specialist (Customer Support)

Quick Facts

• Role: Information Technology Specialist (Customer Support)
• Duties: IT helpdesk support, incident analysis, and desktop/software troubleshooting
• Security: Tier 3 (T3) investigation and Secret security clearance required

Description

Provide immediate response and resolution to information technology tickets while diagnosing hardware and software problems. Monitor the helpdesk system from ticket submission through complete resolution, and test software deployment packages and operating system images to provide feedback. Analyze incident request trends and plan/coordinate software and web service upgrades or configuration changes to improve service reliability.

Responsibilities

• Analyze incident request trends and patterns to identify service improvement opportunities
• Analyze, document, and plan additions, upgrades, or configuration for application software and web services
• Diagnose hardware and software issues for on-the-spot repair/replacement or referral
• Remove, reinstall, or reconfigure desktop software and web services to resolve issues
• Monitor helpdesk tickets, attachments, and updates until complete resolution
• Test new software deployment packages and operating system images and provide feedback
• Provide status updates and brief senior leadership on project challenges

Requirements

• U.S. citizenship
• Tier 3 (T3) investigation
• Obtain and maintain a Secret security clearance
• Complete DoD 8140 Foundational Qualifications within 9 months and Residential Qualification within 12 months
• One year of specialized experience providing immediate IT ticket response/resolution, analyzing tickets for escalation, diagnosing hardware/software problems, and briefing leadership
• Demonstrate four competencies: attention to detail, customer service, oral communication, problem solving

Benefits

Review our benefits.