Technical Support Specialist

• Provide Tier 1–3 technical support for hardware, software, and network-related issues. 
• Troubleshoot and resolve user incidents, service requests, and system issues in accordance with SLAs. 
• Install, configure, and maintain workstations, laptops, peripherals, and standard software applications. 
• Support user account management including provisioning, access control, and password management. 
• Document incidents, resolutions, and system changes using ticketing systems. 
• Assist with system updates, patching, and routine maintenance activities. 
• Support deployment of new systems, applications, and technology refresh initiatives. 
• Ensure compliance with DoD cybersecurity policies, including basic STIG implementation and secure configurations. 
• Collaborate with system administrators, network teams, and cybersecurity personnel to resolve escalated issues. 
• Other duties as assigned or required.

• Strong troubleshooting and customer service skills. 
• Ability to manage multiple tickets and priorities in a fast-paced environment. 
• Effective communication skills with both technical and non-technical users. 

• 3–5 years of experience in technical support, help desk, or IT support roles. 
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 
• Experience supporting Windows and/or Linux operating systems and standard office applications. 
• Familiarity with ticketing systems and IT service management processes. 
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP). 
• Relevant certifications (e.g., CompTIA A+, Network+, Security+). 

• Experience supporting DoD or Navy IT environments. 
• Familiarity with ITIL-based service management practices. 
• Experience with endpoint management tools and remote support tools. 

• Must be eligible to obtain a Secret, Top Secret, or TS/SCI clearance. Active clearances preferred. Requirements to obtain a clearance include US Citizenship, security investigation, etc.

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