Technical Support Specialist Security Clearance

Position: Technical Support Specialist with Security Clearance
Job Type Full-time Description Primary

Location:

Clearance:
Active Secret Ability to work remotely:
No

Job Summary Obsidian Solutions Group is seeking a dedicated Technical Support Specialist to provide comprehensive IT help desk and technical support services for government customers. The Technical Support Specialist will serve as the first point of contact for end users experiencing technical issues, providing timely troubleshooting, problem resolution, and excellent customer service. This role requires strong technical knowledge of computer systems, networks, and security protocols, combined with exceptional communication skills and a commitment to customer satisfaction.

Specific Responsibilities
* Provide tier 1 and tier 2 technical support to end users via phone, email, and ticketing system
* Troubleshoot and resolve issues related to computer networking, protocols, and security
* Monitor system performance and availability to ensure optimal operation
* Support network access, identity, and access management including Public Key Infrastructure (PKI)
* Configure and troubleshoot remote access technologies for users
* Apply systems administration concepts to resolve technical issues
* Utilize common network tools including ping, trace route, and lookup for diagnostics
* Troubleshoot electronic device functionality including computers, network components, and peripherals
* Execute operating system command line operations (ipconfig, netstat) for troubleshooting
* Support cloud computing environments across SaaS, IaaS, and PaaS service models
* Troubleshoot network protocols including TCP/IP, DHCP, and DNS
* Apply cybersecurity principles and identify potential threats and vulnerabilities
* Ensure compliance with national and international cybersecurity laws, regulations, and ethics
* Enforce organizational IT user security policies including account management and access control
* Protect sensitive data in accordance with data security standards (PII, PCI, PHI)
* Follow information classification, compromise procedures, and incident management processes
* Conduct risk assessments and implement mitigation strategies
* Analyze incident data to identify trends and recommend improvements
* Apply service desk best practices to deliver exceptional customer service
* Develop and deliver technical training to end users as needed
* Maintain incident tracking and solution database for knowledge management
* Utilize trouble ticketing systems to document incidents, problems, and events
* Develop and maintain Standard Operating Procedures (SOPs) for technical support processes
* Escalate complex issues to higher-tier support or specialized teams as appropriate
* Communicate technical information clearly to both technical and non-technical users Requirements

Required Qualifications
* Two (2) years of related experience in industry, federal, or DoD Information Technology (IT)/Help Desk support
* Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
* DOD 8570 IAT I certifications required (A+ and Security+ or equivalent)
* Active Secret, Top Secret, or TS/SCI clearance required
* Strong knowledge of computer networking concepts, protocols, and security methodologies
* Experience with system performance and availability monitoring
* Understanding of network access, identity, and access management (e.g., Public Key Infrastructure)
* Proficiency with remote access technologies
* Knowledge of systems administration concepts
* Experience using common network tools (ping, trace route, nslookup)
* Strong understanding of electronic device functionality (computers, network components, peripherals)
* Proficiency with operating system command line execution (ipconfig, netstat)
* Knowledge of cloud computing service and deployment models (SaaS, IaaS, PaaS)
* Understanding of network protocols (TCP/IP, DHCP, DNS)
* Knowledge of cybersecurity principles, threats, and vulnerabilities
* Understanding of national and international cybersecurity laws, regulations, and ethics
* Experience implementing organizational IT user security policies (account management, access…