IT Support Specialist, Journeyman

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Castalia Systems is seeking a Journeyman IT Support Specialist, to support our client onsite as the primary point of contact for all end-user IT service requests within an Intelligence Network Enterprise.

A qualified candidate will perform the following duties and responsibilities, but are not limited to:

• Provide direct, on-site support for approximately 700+ users and associated workstations, peripherals (printers, scanners), and software across all networks.
• Responsible for Tier 1 and Tier 2 troubleshooting, user account management, workstation support, and VTC scheduling to ensure sustained productivity for all personnel.

• HS diploma or GED and 9+ years of experience in a professional work environment, or Associate’s degree and 7+ years of experience in a professional work environment, or Bachelor’s degree and 3+ years of experience in a professional work environment.
• CompTIA Security+ and/or DoD 8570-compliant IAT Level II Certification.
• 3+ years of experience in a user-facing IT operations environment as a Help Desk technician, including the use of IT service management (ITSM) tools and tracking software.
• Experience with customer service providing technical support to end users either in person, through email, or over the phone, including troubleshooting hardware and software issues across IT assets, including NIPR, SIPR, and JWICS desktops, VOIP phones, (D)
  VTCs, printers, and peripheral devices.
• Experience with installing, configuring, analyzing, diagnosing, troubleshooting, and resolving end user IT issues, including break-fix steps for hardware and software on Windows operating systems.
• Experience with managing user accounts, permissions, and access controls across various systems, networks, and applications: including creating, enabling, provisioning and deactivating user accounts.
• Excellent attention to detail and working on multiple projects to identify, track, monitor, and prioritize technical issues and service requests with exceptional professional customer-facing skills.
• Experience with organizing data, establishing file structures, maintaining accurate records, ensuring timely follow-up and resolution, and capturing and storing information accessible to authorized users.
• Familiarity with VTC scheduling systems and basic VTC hardware/software troubleshooting.
• Understanding of basic network connectivity and Active Directory user management.
• Experience managing hardware and software inventory, including receiving, inspecting, documenting, and tracking all IT assets in accordance with Army supply discipline and policies.

• Experience performing Tier 1-2 troubleshooting and resolution for hardware, software, and connectivity issues by isolating faults, repairing equipment, applying approved software patches, and performing backup/recovery operations as needed.
• Experience managing the lifecycle of classified user accounts, including creation, modification, and deletion, across multiple domains and operating systems.
• Experience installing, configuring, and maintaining government-approved COTS/GOTS software, including the Microsoft Office suite, on classified workstations.
• Knowledge of proper turn-in and disposal of lifecycle-replaced equipment procedures.
• Experience coordinating with clients and stakeholders across Intelligence Community, DoD, Army, Joint Staff, and/or other government entities to problem solve.
• Experience with managing entitlements and working in ATCTS.
• Experience using Microsoft Office products, including SharePoint, Teams, Excel, PowerPoint, Word.
• Experience with IT Asset Management.
• Experience conducting assessments to baseline processes, taxonomy structures and architecture, including the creation of end user guides and Standard Operating Procedures (SOPs).
• Experience with Kanban, Agile, or project management applications and methodologies.
• Certified Information Systems Security Professional (CISSP), CompTIA Network+, or Information Technology Infrastructure Library (ITIL) certification(s).

• Normal office environment.

• Less than 5%.

Castalia Systems is a proven business partner providing mission critical solutions to the Federal Government. We provide cutting edge solutions from Securing and Managing Data to Systems Engineering and Development.…