Yesterday
Secret
Early Career (2+ yrs experience)
$70,000 - $80,000
No Traveling
IT - Support
Position Description:
The Support Specialist ensures optimal performance of IT infrastructure by providing advanced technical support, troubleshooting, and system management. This role serves as a bridge between Tier 2 and Tier 3 support, emphasizing end-to-end accountability for resolving incidents and ensuring smooth operations across the enterprise IT landscape.
Core Responsibilities:
• ITSM Framework Support- Resolve ITSM tickets with minimal rerouting, maintaining accountability for resolution. Collaborate with system owners and Tier 3 teams to address escalated issues effectively.
Active Directory (AD) Services:
• Manage user and machine accounts, group memberships, and permissions using One Identity Active Roles Server. Troubleshoot and resolve access and configuration issues. Develop and utilize scripting tools to streamline data collection and account management.
Exchange/Email Support:
• Manage distribution lists, shared mailboxes, and permissions within the Microsoft Exchange environment. Address user access issues and ensure efficient communication support.
Unix Administration:
o Monitor system health using SCOM and address critical alerts through ITSM tickets. Resolve user access issues and manage server decommissioning processes.
Voice Services (VoIP and Analog Systems):
o Provide advanced troubleshooting for VoIP and analog systems, including setup, maintenance, and deployment. Update knowledge base articles (KBAs) to include new protocols and system functions.
VDI Operational Services:
o Support end users and applications within the VDI Citrix and Azure environments. Diagnose and resolve access and performance issues, escalating when necessary. Utilize tools like Citrix Director to manage stalled sessions and enhance response times.
Patching Services:
o Ensure timely patch deployment and resolve related hardware/software issues. Validate system configurations against security and operational standards.
Local Network Touch Labor:
o Perform hands-on network tasks, ensuring configuration updates in ITSM CMDBs. Administer LAN switches and support site wiring needs.
Windows Administration Services:
o Manage access and permissions for files, folders, and shared drives. Conduct large-scale data migrations with accuracy and efficiency.
Replacement Systems Management:
o Coordinate hardware replacements and software updates through efficient logistical management. Set up, configure, and test replacement systems to restore user productivity.
Minimum Qualifications:
Technical Expertise:
o Demonstrate proficiency in tools such as PowerShell, SCOM, Citrix Director, and One Identity Active Roles Server. Maintain up-to-date knowledge of enterprise IT systems and protocols.
Problem-Solving:
o Proactively develop solutions (e.g., scripting tools) to streamline support processes and reduce incident resolution times. Ensure root cause analysis is performed for recurring issues.
Collaboration and Communication:
o Foster open dialogue with Tier 3 teams, system owners, and stakeholders to ensure aligned objectives. Clearly communicate status updates and resolution timelines to end users.
Accountability and Ownership:
o Take end-to-end responsibility for resolving incidents, ensuring user satisfaction. Avoid unnecessary ticket rerouting by leveraging internal expertise.
Continuous Improvement:
o Identify areas for process optimization and contribute to enterprise-wide IT enhancements. Participate in training sessions to keep skills current and aligned with DLA objectives.
Customer Focus:
o Prioritize the needs of DLA users and Warfighters to maintain operational readiness. Ensure timely and effective service delivery to support mission-critical objectives.
Adherence to Standards:
o Follow ITSM frameworks, security protocols, and organizational policies. Maintain accurate and complete documentation for all actions and resolutions.
Certification Requirements:
One of the following active IAT II or III certifications:
• Security+ CE
• CASP+ CE
• CCNA Security
• CySA+
• GICSP
• GSEC
• SSCP
• CCNP Security
• CISA
• CISSP (or Associate)
• GCED
• GCIH
And one of the following:
AWS Certified Security - Specialty
AWS Certified Solutions Architect – Associate
AWS Certified Solutions Architect – Professional
AWS Certified SysOps Administrator – Associate
Microsoft 365 Certified: Messaging Administrator Associate
Microsoft Certified: Azure administrator Associate
Microsoft Certified Solution Expert: Cloud Platform and Infrastructure
Microsoft Windows Server Hybrid Administrator Associate
Security Clearance Requirement:
Secret
The Support Specialist ensures optimal performance of IT infrastructure by providing advanced technical support, troubleshooting, and system management. This role serves as a bridge between Tier 2 and Tier 3 support, emphasizing end-to-end accountability for resolving incidents and ensuring smooth operations across the enterprise IT landscape.
Core Responsibilities:
• ITSM Framework Support- Resolve ITSM tickets with minimal rerouting, maintaining accountability for resolution. Collaborate with system owners and Tier 3 teams to address escalated issues effectively.
Active Directory (AD) Services:
• Manage user and machine accounts, group memberships, and permissions using One Identity Active Roles Server. Troubleshoot and resolve access and configuration issues. Develop and utilize scripting tools to streamline data collection and account management.
Exchange/Email Support:
• Manage distribution lists, shared mailboxes, and permissions within the Microsoft Exchange environment. Address user access issues and ensure efficient communication support.
Unix Administration:
o Monitor system health using SCOM and address critical alerts through ITSM tickets. Resolve user access issues and manage server decommissioning processes.
Voice Services (VoIP and Analog Systems):
o Provide advanced troubleshooting for VoIP and analog systems, including setup, maintenance, and deployment. Update knowledge base articles (KBAs) to include new protocols and system functions.
VDI Operational Services:
o Support end users and applications within the VDI Citrix and Azure environments. Diagnose and resolve access and performance issues, escalating when necessary. Utilize tools like Citrix Director to manage stalled sessions and enhance response times.
Patching Services:
o Ensure timely patch deployment and resolve related hardware/software issues. Validate system configurations against security and operational standards.
Local Network Touch Labor:
o Perform hands-on network tasks, ensuring configuration updates in ITSM CMDBs. Administer LAN switches and support site wiring needs.
Windows Administration Services:
o Manage access and permissions for files, folders, and shared drives. Conduct large-scale data migrations with accuracy and efficiency.
Replacement Systems Management:
o Coordinate hardware replacements and software updates through efficient logistical management. Set up, configure, and test replacement systems to restore user productivity.
Minimum Qualifications:
Technical Expertise:
o Demonstrate proficiency in tools such as PowerShell, SCOM, Citrix Director, and One Identity Active Roles Server. Maintain up-to-date knowledge of enterprise IT systems and protocols.
Problem-Solving:
o Proactively develop solutions (e.g., scripting tools) to streamline support processes and reduce incident resolution times. Ensure root cause analysis is performed for recurring issues.
Collaboration and Communication:
o Foster open dialogue with Tier 3 teams, system owners, and stakeholders to ensure aligned objectives. Clearly communicate status updates and resolution timelines to end users.
Accountability and Ownership:
o Take end-to-end responsibility for resolving incidents, ensuring user satisfaction. Avoid unnecessary ticket rerouting by leveraging internal expertise.
Continuous Improvement:
o Identify areas for process optimization and contribute to enterprise-wide IT enhancements. Participate in training sessions to keep skills current and aligned with DLA objectives.
Customer Focus:
o Prioritize the needs of DLA users and Warfighters to maintain operational readiness. Ensure timely and effective service delivery to support mission-critical objectives.
Adherence to Standards:
o Follow ITSM frameworks, security protocols, and organizational policies. Maintain accurate and complete documentation for all actions and resolutions.
Certification Requirements:
One of the following active IAT II or III certifications:
• Security+ CE
• CASP+ CE
• CCNA Security
• CySA+
• GICSP
• GSEC
• SSCP
• CCNP Security
• CISA
• CISSP (or Associate)
• GCED
• GCIH
And one of the following:
AWS Certified Security - Specialty
AWS Certified Solutions Architect – Associate
AWS Certified Solutions Architect – Professional
AWS Certified SysOps Administrator – Associate
Microsoft 365 Certified: Messaging Administrator Associate
Microsoft Certified: Azure administrator Associate
Microsoft Certified Solution Expert: Cloud Platform and Infrastructure
Microsoft Windows Server Hybrid Administrator Associate
Security Clearance Requirement:
Secret
group id: 10526804
