Technical Support Specialist

Job Description

Provide IT/help desk support across enterprise environments, troubleshooting systems/network issues, supporting end users, tracking incidents, and maintaining SOPs.

• Deliver help desk/IT support; troubleshoot network and system issues; support remote access.
• Use common network tools (ping, trace route, nslookup) and OS command line (ipconfig, netstat).
• Apply security awareness: classification/compromise procedures, incident management processes, and data protection standards (PII/PCI/PHI).
• Perform incident tracking and solution database management; utilize trouble ticketing systems to document incidents/problems/events.
• Develop/maintain SOPs; support customer service and technical training delivery.

• Experience:
  
  2+ years related experience in industry, federal, or DoD IT/Help Desk support.
• Skills:
  
  Networking fundamentals, IAM/PKI awareness, remote access, service desk best practices, incident analysis/trending, and strong communication/customer service.

• Office tools:
  Ability to document work clearly (incident/problem/event documentation) and maintain SOPs.
• Scheduling/Tracking systems:
  Trouble ticketing system utilization plus incident tracking/solution database management.
• Security/Information handling:
  Knowledge of information classification, compromise procedures, incident management processes, and handling data standards (PII/PCI/PHI).