Client Systems Support Specialist, Mid-Level

UIC Alaska•Vandenberg SFB, CA

About The Position

Delta Solutions and Strategies Bowhead is seeking a Mid-Level Client Systems Support Specialist to support its team at Vandenberg SFB. The Client Systems Support team provides responsive, comprehensive, and secure end-user IT support across S4S networks and facilities. Staff ensure users have reliable access to classified and unclassified systems, communications tools, and collaboration platforms needed to execute the mission. This position combines front-line Help Desk functions, technical endpoint support, and executive IT services. The specialist troubleshoots, configures, and maintains end-user systems; provides account and access assistance; coordinates escalations with enterprise providers; and supports compliance with DoD cybersecurity and configuration management standards. The role supports users and operations through Tier I and Tier II troubleshooting, endpoint configuration and maintenance, secure access support, executive and VIP assistance, documentation, asset accountability, and readiness activities. The specialist may also support after-hours operations, contingency activities, mission exercises, and other duties as assigned.

Requirements

4–6 years of experience providing Tier II client or desktop support, system configuration, and technical issue resolution across multiple networks and environments.
Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent experience (4 years).
Meet DoD 8140 position and certification requirements for a Technical Support Specialist or System Administrator role at the appropriate tier within six months of hire.
Strong customer service and communication skills, including the ability to support personnel at all organizational levels, including senior leaders.
Knowledge of ITSM ticketing systems, such as ServiceNow, and DoD configuration management standards.
Familiarity with endpoint hardening, patching, and vulnerability management practices.
Ability to lift up to 50 pounds and support physical system setup in office or operations center environments.
Provide after-hours and contingency support as required.
Currently hold an active TS/SCI clearance.
Able to stand and walk for prolonged amounts of time.
Able to twist, bend, and squat periodically.

Nice To Haves

Demonstrated experience supporting classified systems or executive/VIP customers.
Certifications such as CompTIA A+, Network+, Security+, or Microsoft MCSA/MD-100/101.

Responsibilities

Serve as the first point of contact for IT service requests received by phone, ticketing system, email, or walk-up support.
Log, categorize, and prioritize incidents and service requests according to established service-level objectives.
Perform Tier I and Tier II troubleshooting for workstations, laptops, mobile devices, printers, and peripheral equipment.
Diagnose and resolve software, operating system, and user application issues within established baselines and STIG requirements.
Join systems to the domain, configure network settings, and ensure connectivity to shared drives, printers, and collaboration tools.
Deploy and maintain system images, patches, and baseline configurations to support standardization and compliance.
Install, configure, and troubleshoot CAC, Token, and multi-factor authentication solutions on classified and unclassified networks.
Assist with account access issues, password resets, and permissions management in coordination with the Identity and Access Management team.
Perform workstation hardening, vulnerability remediation, and endpoint security enforcement in support of RMF and ACAS requirements.
Provide on-site and remote support for VTC, Teams, and other collaboration systems used in operational and executive environments.
Provide white-glove support to senior leaders and executive staff, including system setup, data migration, secure mobile device configuration, and event support.
Coordinate VIP event or conference support, including connectivity, display configuration, and real-time troubleshooting.
Develop, update, and maintain user support documentation, standard operating procedures, and quick-reference guides.
Monitor ticket queues to ensure timely response, escalation, and closure in alignment with performance metrics.
Track and report recurring issues, identify systemic problems, and recommend corrective actions.
Maintain asset accountability, tagging, and inventory accuracy for assigned devices and peripherals.
Support after-hours operations, contingency activities, and mission exercises as required.
Participate in configuration reviews, patch cycles, and readiness inspections to maintain compliance with DoD and organizational policies.
Provide feedback to engineering and cybersecurity teams on observed issues, performance impacts, and improvement opportunities.
Support users and coordinate completion of paperwork required to resolve negligent discharge of classified information incidents and events.
Train and mentor junior technicians in troubleshooting techniques, customer service standards, and documentation practices.
Serve as a property custodian as required by DoDI 5000.64, DAFI 23-111, and AFMAN 17-1203, maintaining accountability of assigned A/V assets.
Support exercises, operational events, and contingency scenarios by ensuring rapid setup, testing, and operation of client systems.
Perform other duties as assigned.