Senior IT Support Help Desk Specialist Alexandria, VA

Overview

GovCIO is currently hiring a Senior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Alexandria, VA and will be a hybrid remote position.

• Serve as a primary escalation point for complex, high-impact incidents related to software, hardware, and core enterprise systems that cannot be resolved by Tier 1 staff.
• Lead advanced troubleshooting efforts for diverse operating environments, including Windows ecosystems, the O365 suite, virtual environments, and sophisticated network connectivity issues (advanced TCP/IP diagnostics, VPN infrastructure).
• Perform in-depth Root Cause Analysis (RCA) for recurring issues, collaborating directly with engineering and cybersecurity teams to implement lasting resolutions.
• Develop and implement strategic process improvements, create sophisticated troubleshooting guides, and curate the knowledge base to elevate the capabilities of the entire IT support organization.
• Manage advanced user configurations and access controls within Active Directory, Azure AD, and various enterprise management tools.
• Utilize scripting languages (e.g., Power Shell) to automate repetitive tasks, improve diagnostic capabilities, and streamline support processes.
• Mentor and provide expert coaching to junior members of the support team, acting as a technical leader and driving continuous skill development across the department.
• Maintain accurate and detailed documentation of complex resolutions within the enterprise ticketing system (e.g., Service Now), adhering to ITIL framework standards.

Bachelor's degree in Information Technology, Computer Science, or a related field with 5 - 8 years (or commensurate experience), or system administration, with significant time spent in a senior or escalation role.

• Current DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+, GSEC, SSCP, etc.) is mandatory.
• Deep, hands‑on expertise in Microsoft enterprise environments, including Windows 10/11, Azure AD/Entra , M365 administration, and Group Policy Management (GPO) configuration and troubleshooting.
• Proven ability to perform in-depth troubleshooting of networking protocols (TCP/IP fundamentals, DNS, DHCP, VPNs, basic routing/switching concepts).
• Strong experience with scripting for automation and diagnostics (Power Shell required).
• Proficiency in administering and troubleshooting enterprise management tools (SCCM/MECM, Intune/Endpoint Manager) and enterprise ticketing systems.
• Exceptional analytical and problem‑solving skills, with a track record of successfully resolving difficult technical issues.
• Strong commitment to ITIL best practices for incidents, problem, and knowledge management.
• Clearance Required:
  
  Must be clearable up to an active Secret clearance.

• Prior experience supporting the U.S. Coast Guard or other DoD/federal government agencies is highly preferred.
• Familiarity with cybersecurity principles and incident response procedures.
• Knowledge of ITSM platform administration or configuration (e.g., Service Now modules).
• Relevant industry certifications such as Microsoft Certified:
  Azure Administrator Associate, MCSA/MCSE (legacy), or ITIL Foundation/Intermediate certifications).

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment
• * Available to full‑time employees

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at‑will" position and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

USD $61,850.00 - USD $78,000.00 /Yr.