Information Technologist III - HQ Support
nFocus Solutions•Fort Lee, VA
•Onsite
About The Position
Join a mission-focused IT team supporting CASCOM G-6 by delivering hands-on client support across Microsoft desktop and laptop environments. This role is critical to maintaining user productivity, classroom operations, and mission system access in a fast-paced Army training environment. This is a high-visibility IT support team providing priority, white-glove customer support to CASCOM Headquarters. This role ensures rapid response and resolution for leadership and mission-critical staff, directly supporting command operations and decision-making.
Requirements
- Minimum 5+ years of IT support experience, including executive or VIP customer support
- Demonstrated experience supporting: Windows 10/11 and Microsoft 365 environments
- Active Directory account management and troubleshooting
- Desktop/laptop hardware and software troubleshooting
- Proven ability to operate in high-pressure, high-visibility environments with rapid response requirements
- Strong communication skills with the ability to interact effectively with senior leaders and non-technical users
- Experience with ITSM/ticketing systems and service-level response tracking
- Experience supporting DoD or secure enterprise environments preferred
- Bachelor’s degree in information technology or related field (OR equivalent combination of education and experience)
- Security+ (IAT II) required
Responsibilities
- Provide client administration support for Microsoft desktop and laptop systems across enterprise, training, and CASCOM Headquarters environments
- Deliver enhanced, priority (“white-glove”) IT support to key directorates including G1/4, G8, PAO, and Logistics Proponency Directorates
- Perform network registration of client devices within approved asset and configuration management systems
- Manage Active Directory (AD) client accounts, including account creation, maintenance, deletion, permissions, and troubleshooting
- Troubleshoot and resolve hardware, software, email, and baseline application issues via phone, remote tools, and on-site support
- Respond to and resolve VIP and high-priority service requests within defined timelines (e.g., within 2 hours of ticket submission)
- Maintain systems in compliance with Army configuration baselines, including OS updates, patches, security fixes, and antivirus definitions
- Install, configure, and maintain desktop applications and standard software packages
- Coordinate system image updates and configurations with MECM/Image Management teams
- Assist System Administrators with software installations, testing, and hardware/network configurations
- Provide real-time status updates to users on submitted service requests and ongoing issue resolution
- Utilize enterprise ITSM tools (e.g., Army Enterprise Management Platform) to track, manage, update, and resolve incidents
- Document all client hardware/software changes and contribute to SOPs, user guides, and technical procedures
- Coordinate with enterprise IT teams (network, server, cybersecurity) to escalate and resolve complex issues
- Support executive-level devices, communications tools, and conferencing systems
- Provide technical guidance and mentorship to users, peers, and junior technicians
- Communicate clearly and professionally with technical and non-technical users, including senior leadership, ensuring a high level of customer satisfaction
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
