Systems Specialist I

The Security Specialist I provides continual technical support to support Programs and Projects during periods of high activity such as the refresh of mobile devices, laptops, routers, switches, de-commissioning and stand up of new initiatives throughout the organization. In addition, from time to time, our government customer User Support Organization will require Help Desk assistance and on-site Field Office assistance.

• Technical support for User Support programs such as Mobility and related projects based on program and project management outcomes and processes
• Review and update existing knowledge articles, identifying and addressing areas of deficiency for user self-help/assistance
• Create new technical support documentation and user self-help documents
• Ensure knowledge articles and guidance for the User Support community are current, complete and organized for quick retrieval to assist IT specialists in resolving or assisting customers on first contact
• Documentation to include user communication, knowledge articles, self-help
• Modernize CI customer experience through implementation and maintenance of chatbots, AI, or other modern technologies to maximize efficiencies and provide optimal customer experience
• Provide consulting services and guidance on relevant products, tools, and technologies to include documentation on test scenarios, lessons learned, checklists, migration strategies, and current and future architecture designs
• Provide direct help desk support consisting of answering incoming calls, tiered level support, opening tickets, escalating tickets, maintaining the SLA guideline
• Technical support to assist in troubleshooting/resolution of unplanned incidents/outages related to existing and new technologies
• Resolve user-generated support tickets according to Service Level Agreements (SLAs)
• Support the development of Installation Guide, Administrator’s Guide, Service Desk Guide, Change Management Configuration and documentation and other documents identified during Enterprise Organizational Readiness process
• On-site assistance in office locations to support installation, customer needs or other technical support in line with industry customer support organizations

• Minimum 5 years of experience in a similar role
• Familiarity with M365 Applications, basic network configuration/troubleshooting, and ticketing systems.
• Preferred certifications:
  • ITIL Foundation (v4)
  • HDI Support Center Analyst (SCA) or HDI Desktop Support Technician General IT / Technical Support
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

PCI Federal (PCIF) and its subsidiaries are an equal-opportunity employer. PCIF does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.

Preference may be extended to qualified Native American Indian candidates in accordance with applicable federal law.