IT Support Specialist

Job Title: IT Support Specialist
Location: Silver Spring, MD
Clearance Required: Public Trust Eligible
Salary: $86k-$93K / Based on Years of Experience
Final date to receive applications: May 31, 2026

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Description (scope of work)
IBSS is seeking a Full-time IT Support Specialist to provide comprehensive technical support and assist in the resolution of service requests and incidents for the NOAA Office of Protected Resources. This is primarily an onsite position in Silver Spring, MD; while some telework may be permitted, the majority of tasks require a physical presence to address hardware and provide hands-on user support.

Key Responsibilities
User Support

• Provide IT support to remote and on-site users.
• Use remote access tools to provide support for offsite users.
• Ensure all user support requests are completed with documented issue resolution
• Troubleshoot issues related to:
  • VPN access and Phone issues.
  • Microsoft 365 login and access.
  • CAC (Common Access Card) login issues.
  • PDF access and downloads.
• Assist users with authentication issues, including CAC and alternate login methods.
• Respond to user requests and follow up on issues.

Device Support & Management

• Manage end-to-end device setup, deployment, and return processing
• Set up and configure laptops for users.
• Perform device imaging and re-imaging through coordination with the service desk.
• Troubleshoot device issues (Login problems, hard drive issues, disk space issues).
• Prepare and issue loaner laptops.
• Back up user data and transfer files when needed.
• Coordinate laptop replacements and refresh activities.

IT Asset & Inventory Management

• Track and update IT assets (laptops, Yubi Keys, CAC readers, accessories).
• Assist with property inventory management and maintain updated inventory and asset tracking records using the Sunflower system.
• Manage receiving and returning equipment (mailroom coordination, shipping labels).
• Reset and reassign equipment (e.g., Yubi Keys).
• Maintain inventory records and update tracking systems.

Software & System Support

• Assist with Microsoft 365 issues, updates, and troubleshooting.
• Assist with the installation of approved software and hardware.
• Support installation and troubleshooting of software (e.g., Adobe, Office).
• Assist with system updates and patching activities.
• Support endpoint security updates and vulnerability remediation efforts.
• Support Microsoft-related services (Azure Cloud coordination, Git Hub licensing, Unified Support Hours).

Access, Security & Peripherals

• Assist with CAC-related access issues and MFA/Yubi Key setup.
• Help users access systems when CAC is unavailable (via approved methods).
• Coordinate with service desk and Tier 2 teams for access-related issues.
• Troubleshoot printer issues (offline status, print queue errors, toner replacement) and functionality.

Coordination & Communication

• Coordinate with service desk, Tier 2 support, and other IT staff.
• Participate in IT meetings and support discussions (
  
  Note:
  
  Webex Webinar support is excluded).
• Communicate with users regarding issues, updates, and resolutions.
• Schedule meetings or support sessions with users as needed.

Operational Support Activities

• Support device shipping and receiving (including UPS tracking and labels).
• Prepare devices for reuse, reimaging, or disposal.
• Assist with onboarding/offboarding-related IT tasks.
• Support ongoing IT efforts:
  Device refresh, storage cleanup, and migration of network drives to Google Drive.
• Support for system and data transition activities.

Documentation & Reporting

• Maintain records of support activities and issues.
• Track tickets, requests, and actions taken.
• Provide weekly activity reports documenting all IT support tasks (Deliverable), including:
  • User support activities and resolutions.
  • Issues handled.
  • Equipment managed.
  • Ongoing IT tasks.

Required Skills & Experience

• This role is primarily onsite to address physical hardware and user needs. While occasional telework may be possible, the majority of the support requirements are onsite.
• Experience providing IT support to end users and troubleshooting hardware/software issues.
• Experience supporting Windows laptops and Microsoft 365.
• Proficiency with remote access tools for troubleshooting.
• Familiarity with VPN and remote user support.
• Experience with CAC/PIV and MFA (Yubi Key).
• Experience with IT asset tracking systems (e.g., Sunflower).
• Basic knowledge of Cloud services (Azure) and collaboration/storage tools (Google Drive).
• Strong communication and coordination skills.

About IBSS Corp.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by…