Job Responsibilities:
• Provide technical assistance and support for computer hardware, software, network access, telecommunications systems, and application-related issues through phone support and ticketing systems.
• Troubleshoot and resolve user-reported technical problems by identifying root causes, analyzing system behavior, and referencing historical issue records and databases.
• Escalate complex issues to specialized application, product, or systems support teams when required.
• Maintain accurate documentation of support activities, issue tracking, and resolution updates within internal systems and databases.
• Identify recurring technical issues and communicate trends or patterns to management for further review and resolution.
Minimum Qualifications:
• Associate degree in a related field with 3 years of relevant experience, OR High School diploma/GED with 5 years of related experience and applicable certification.
• Must meet DoD 8140 IAT II compliance requirements, including an active Security+ CE certification or equivalent.
• Must be a U.S. Citizen.
• Must possess and maintain an active U.S. Department of Defense security clearance at the required level.
Preferred Qualifications:
• Strong communication and customer support skills with the ability to interact effectively with both internal and external users.
• Experience working with DoD cryptographic devices and associated handling procedures.
• Background troubleshooting computer systems, networks, and operating systems such as Solaris, Unix, and/or Linux.
• Familiarity with Department of Defense messaging platforms and communication systems.
• Experience supporting highly visible and mission-critical environments where system uptime and operational availability are prioritized.