Information Technology Support Specialist

Information Technology Support Specialist

Herndon Solutions Group

Under general direction, the IT Support Specialist will provide on-site technical support for the U.S. Army Corps of Engineers’ Engineering Research and Development Center (ERDC) Field Research Facility. This role serves as the primary point of contact for all local IT needs, ensuring smooth daily operations of computers, network devices, and related systems. The specialist will support end users with hardware, software, and connectivity issues;

coordinate with enterprise IT teams on system installations and maintenance; and maintain accurate documentation of equipment and service activities. This position requires strong technical knowledge, hands‑on troubleshooting skills, and a commitment to providing responsive, professional customer support in a research and field environment.

• Serve as the first point of contact for ERDC FRF lab customers seeking information technology-related technical assistance
• Provide end-user support for desktop and notebook systems
• Interact with users daily and assist them with technical issues related to their Windows or Macintosh desktop or notebook system, client application software, printers, or mobile device.
• Serve as on-site POC for all IT equipment, such as network devices and server systems.
• Perform desktop and laptop imaging and installation as needed.
• Record all work in a helpdesk ticketing system.
• Assist network and systems administration teams with on-site requirements for equipment such as installation, cabling, and power.
• Serve as site POC for IT-related issues, coordinating user requests with and ensuring the site’s needs are effectively communicated to the enterprise IT organizations.
• Provide professional, courteous, prompt, and accurate IT support and solutions to corporate end users.
• Work together on issues with other IT technical staff when required.
• Document and maintain configuration and process information.

The duties and responsibilities described in this position description in no way state or imply that these are the only duties performed. This position may require that additional duties and responsibilities be performed.

• You are able to work independently and show a high level of initiative and attention to detail.
• You have a consistent character and do not yield to pressure to compromise or cut corners.
• You have a strong ability to communicate effectively with superiors, colleagues, and customers by clearly expressing your intent and understanding the focus and purpose of the conversation while allowing each person to get their point across.
• You are open to new ideas and innovations and can create modifications or changes in yourself to adapt or suit a new environment/situation.
• You have faith in your own ideas and ability to be successful.
• You hold yourself to the highest standard and work to inspire your team to produce quality work.

• Minimum 2 years’ experience supporting desktop operating systems in a Microsoft Active Directory environment.
• Minimum 2 years’ experience supporting the following software:
  Microsoft Office suite, Adobe Acrobat, Internet Explorer, Google Chrome, Firefox, Safari, and McAfee Virus protection (or other enterprise antivirus solution).
• CompTIA A+ certification (within first 6 months of hire)
• Possession of or ability to obtain a U.S. government secret clearance.
• Strong technical knowledge of Microsoft Windows desktop operating systems
• Experience installing, configuring, and maintaining network printing devices.
• Experience supporting desktop VPN client configuration and operations.

• Associate’s degree in information technology, Computer Science, or a related field.
• Baseline familiarity with Linux operating systems and comfort using the command line is desired, with opportunities to grow these skills by supporting Linux-based systems alongside primary desktop support duties.
• Experience supporting Mac OS in an enterprise environment.
• Experience with Bomgar Remote Support Tools or a comparable remote support platform.

The…