Customer Support Representative

Summit Human Capital Federal is seeking an experienced and customer-focused IT Customer Support Specialist to support a federal program located on-site at Andrews Air Force Base (JBA) in Maryland. The ideal candidate will meet the following criteria:

• 2–4 years of experience in a Help Desk or Service Desk environment
• Active CompTIA Security+ certification (or A+/Network+ with commitment to upgrade)
• Strong customer service, phone etiquette, and conflict management skills
• Familiarity with PKI, CAC, and Windows authentication infrastructure
• Must comply with DoD 8140/8570 Information Assurance workforce requirements
• Knowledge of SCCM/MECM/In Tune
• Desktop imaging and software deployment experience
• MCP, MCDST, or MCTS certification

• Provide Tier 1/2 support for hardware, software, and user access issues
• Use Remedy or equivalent ticketing system to track incidents and service requests
• Manage user accounts and group memberships via Active Directory / Active Role Services
• Support PKI/CAC provisioning, Active Client, and Common Access Card (CAC) authentication
• Assist users with Windows 10/11 OS and Microsoft Office 365 applications
• Respond to requests via phone, self-service, and other communication channels
• Troubleshoot issues related to DHCP, profile management, and mobile device support (e.g., iPhone integration with O365)

We look forward to reviewing your application.