onsite
IT Specialist Customer Support / Systems Administration - Offices, Boards and Divisions
Software Engineer
IT Specialist responsible for leading Service Desk operations, delivering high‑quality customer support, and managing system administration and configuration tasks within a federal cybersecurity environment.
About the role
Key Responsibilities
- Plan, coordinate, and oversee daily Service Desk activities to ensure timely resolution of incidents and service requests.
- Provide tier‑1 and tier‑2 technical support to end users, troubleshooting hardware, software, and network issues.
- Administer Windows and Linux servers, manage user accounts, permissions, and group policies in Active Directory.
- Implement and maintain configuration management processes, including change control, asset tracking, and documentation.
- Collaborate with cybersecurity teams to apply security patches, hardening guidelines, and compliance requirements.
- Monitor service metrics, generate performance reports, and drive continuous improvement using ITIL best practices.
Requirements
- 3+ years of experience in Service Desk or technical support roles, preferably in a government or high‑security environment.
- Strong knowledge of systems administration for Windows Server and Linux platforms.
- Proficiency with Active Directory, group policy management, and basic networking concepts.
- Experience implementing configuration management and change control processes (ITIL framework preferred).
- Excellent communication and customer service skills, with the ability to prioritize and manage multiple incidents simultaneously.
Skills
customer supportactive directory