Senior IT Customer Support Specialist

Description

Provides senior-level IT customer support in Ann Arbor, Michigan, supporting Windows, Linux, macOS, cloud applications, user accounts, and conference-room A/V systems. The specialist deploys, configures, troubleshoots, and maintains laptops, workstations, peripherals, software, and user access while providing responsive technical support to end users.

Responsibilities include supporting Microsoft Active Directory and Google Workspace, performing operating-system and application patching using tools such as Webmin, apt, IBM Big Fix, Windows Update, and PDQ Deploy/Inventory, troubleshooting hardware and A/V issues, managing equipment deployment and recovery, and preparing recurring account, patching, compliance, and progress reports.

• Physically deploy new workstations and laptops to personnel offices or cubicles, verify equipment is functioning properly, and recall IT equipment when users depart GLERL.
• Add, delete, and modify user accounts in GLERL Microsoft Windows Active Directory.
• Add, delete, and modify NOAA Gmail accounts, Gmail mailing-group memberships, and NOAA Google Voice accounts.
• Patch Linux servers and workstations using Webmin and related Linux update tools such as apt.
• Use NOAA Big Fix to patch Linux, Windows, and macOS systems and use PDQ Deploy/Inventory to patch applications as needed.
• Assist users with scheduling virtual and in-person meetings in designated conference spaces and troubleshoot virtual and physical A/V issues.
• Prepare the monthly User Account & Access Audit Log, Patching & System Compliance Summary, and Monthly Progress & Status Report within required time frames.
• Maintain the Government-owned property listing and submit travel requests/logs when travel is required.

• High school diploma or equivalent.
• Knowledge of and experience installing, configuring, or providing technical support for Google Workspace, including Calendar, Gmail, Docs, Sheets, Slides, and Meet.
• Experience supporting Microsoft Active Directory user-account administration.
• Experience supporting Linux operating-system updates using Webmin and apt.
• Experience supporting Windows and application patching using Windows Update, PDQ Deploy/Inventory, and IBM Big Fix.
• Experience installing and supporting Microsoft Office applications, including Word, Excel, and PowerPoint.
• Experience troubleshooting basic Audio/Video equipment, including projectors, webcams, microphones, speakers, and amplifiers.
• Must be able to read, write, and speak English.
• Must be a U.S. Citizen and have the ability to obtain and maintain a NACI or higher-level investigation/clearance.
• Must be technically competent to perform the work without Government-provided training.

• Power Shell, Python, or comparable scripting experience.
• Workflow automation and process automation experience.
• APIs, integrations, Power Automate, or comparable Government-approved automation tools.
• Data manipulation, analysis, dashboard development, and automated reporting.
• Root-cause analysis and strong technical documentation.
• AI implementation or use-case analysis, including prompt and workflow engineering.
• Cybersecurity-aware automation practices.
• Demonstrated process-improvement experience.

This position is contingent upon contract award. Hei Tech Services is proactively identifying qualified candidates in anticipation of a potential federal contract award. Qualified applicants may be contacted for prescreening and interviews prior to award. Employment is contingent upon successful contract award and completion of all required pre-employment and security requirements.

Hei Tech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other protected status under applicable law.

If you require a reasonable accommodation during the application process, please contact us at

Hei Tech Services may utilize technology-assisted tools, including artificial intelligence, to support the review of application materials. These tools are used to enhance efficiency; however, all hiring decisions are made by human reviewers in accordance with federal hiring guidelines.