Technical Support Specialist – Tier I & II

About the role

The Technical Support Specialist provides frontline IT assistance for command end‑users, handling both Tier I help‑desk intake and Tier II desktop support. The position is on‑site during core operating hours (07:30–16:30) and requires an active Secret clearance.

Key responsibilities

• Receive, log, and triage end‑user requests via phone, web portal, or email, performing initial diagnostics and basic troubleshooting.
• Resolve Tier I tickets or promptly escalate to Tier II/III as needed, maintaining accurate ticket status reporting.
• Perform on‑site desktop support, including hardware staging, software configuration, patch installation, and hardware refresh deployments.
• Maintain Active Directory accounts, password resets, OU assignments, and security group modifications.
• Configure and troubleshoot Personal Electronic Devices (PEDs) and mobile equipment per command policy.

Required profile

• High School Diploma or Associate’s Degree in IT, Computer Science, or related field.
• 1–5+ years of IT customer support, help‑desk, or desktop support experience.
• Active Secret clearance and full DISS/MP ICAM vetting.
• Compliance with DoDM 8140.03 qualification standards for DCWF Work Role 411.

Required skills

• CompTIA A+, CompTIA Network+, CompTIA Security+ (or ISC2 SSCP) certifications.
• Active Directory user account management.
• Windows operating system troubleshooting.
• Hardware and peripheral (printer, monitor) support.
• Network connectivity troubleshooting and patch installation.