Customer Support Specialist Security Clearance

Position: Customer Support Specialist with Security Clearance
Customer Support Specialist Position Description Department:
Infrastructure and Programs, IT Systems and Support Branch

Reports To:

Sean Licari Position Type:
Full Time Duration:
Summer 2026/Fall
2026/Spring 2027 Wage: $60K Yearly Salary Reporting to the IT Systems and Support Branch Lead, the Customer Support Specialist provides first-line technical support for NDRC production environments and assigned projects. The role serves as the initial point of contact for user issues, break/fix incidents, access-related requests, and unclassified event support, performing routine operational tasks and maintaining technical documentation within approved knowledge repositories, all within the limits of authorized access and established IT processes.

The position also supports NDRC workforce development initiatives and the mission of interim Research, Engineering, and Architecture Collaboration Hub (iREACH) in coordination with designated stakeholders. The Customer Support Specialist will:
Database Operations and Maintenance Assist the Director of Workforce Development to create opportunities to enhance or expand the adoption of a GOTS tool to support NDRC’s strategic mission objectives that support technology transfer and software development activities that provide innovative and resilient solutions. Support the development and maintenance of the NDRC contact and collaborative partnership database, intended to support ongoing analysis and collaboration with government stakeholder offices.

This program shall further attain the following goals under NDRC’s Partnership Intermediary Agreement Articles: 11.1.1 Market Research and Small Business Tech Scouting 11.1.4 Tracking of emergent capabilities from academia, COTS, as well as independent research and development, and grants and contracts from the Government or third parties. 37.1 Annual and final technical reports. Customer Support Serve as the first-line technical support, including account access assistance and broader break/fix incidents on NDRC iREACH production environments, triaging and resolving issues within the limits of authorized access.

Provide technical and hardware support for events conducted at the NDRC iREACH, within the limits of authorized access. Capture and maintain resolution documentation within the NDRC ticketing system and approved knowledge repositories to support ongoing knowledge continuity, within the limits of authorized access. Document results of research, developments, and outcomes including vectors identifying possible system improvements. Create and update current documentation for system configurations, and user guides as it pertains to select projects.

Other duties as assigned by the NDRC Executive Director, Deputy Executive Director, and IT Systems and Support Branch Lead. Unclassified Lab Assist in establishing an unclassified lab environment as scoped and defined by the Systems Engineer to support the demonstration range capabilities of the iREACH. Intern Support As needed, provide technical guidance and leadership for the NDRC interns throughout the projects and deliverables tasked.

Minimum Qualifications Bachelor’s degree in a related technical field, or one to two (1–2) years of demonstrated experience in a technical support or help desk environment. Must be able to obtain and retain a Top-Secret U.S. government security clearance, with eligibility for Sensitive Compartmented Information (SCI) access. Knowledge, Skills, and Abilities Experience supporting or contributing to technical projects Working knowledge of scripting, coding, or automation concepts Ability to understand and troubleshoot complex technical problem sets Strong teamwork, communication, and customer-service skills Demonstrated integrity and professional ethics Working knowledge of Windows 10 and Windows 11 user environments Basic understanding of user profiles, local versus domain accounts, and common operating system troubleshooting steps Familiarity with system settings, device drivers, and peripheral support Understanding of account lifecycle concepts, including account access changes, password resets, and lockouts Awareness of identity verification requirements and access control boundaries Familiarity with centralized directory and authentication concepts Experience working within a ticketing system to track incidents and service requests Understanding of issue prioritization, escalation paths, and documentation expectations Foundational understanding of networking concepts such as IP addressing, DNS, and basic connectivity troubleshooting Ability to distinguish between endpoint, network, and service-level issues Familiarity with common IT hardware, including workstations, monitors, peripherals, and basic AV components Awareness of security best practices and the principle of least privilege Ability to clearly document issue resolutions for reuse in project-specific knowledge repositories