Information Technology (IT) Specialist
About The Position
Everforth ECS Federal is seeking an IT Specialist to support a Department of War customer in the National Capital Region. The specialist provides front-line help desk and technical support to more than 300 military, civilian, and contractor personnel across four locations. The role installs, operates, maintains, and troubleshoots hardware and software; manages trouble tickets; and tracks equipment needed by personnel for their daily work. The position works with the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) and headquarters communications staff to resolve user issues and coordinate support that requires enterprise action. It also includes Microsoft 365 administration within assigned permissions and accountability for computers, printers, laptops, and mobile phones. This is a customer-facing role in a fast-moving headquarters environment, requiring ownership of user problems, clear communication with personnel at all levels, and follow-through until issues are resolved.
Requirements
- Must be a U.S. citizen.
- Active DoD TS/SCI clearance.
- Bachelor’s degree; relevant experience and certifications may be considered in lieu of degree requirements.
- Baseline certification meeting the applicable Department of Defense (DoD) 8140 workforce requirement for the assigned role, subject to contract validation.
- Experience using trouble ticket systems to document, track, and resolve user support requests.
- Hands-on experience troubleshooting information technology hardware and software.
- Direct customer service experience supporting users with differing levels of technical proficiency.
- Experience administering Microsoft 365.
- Ability to maintain accurate equipment records and document hardware issuance, recovery, and changes in user assignment.
- Ability to coordinate escalated issues with enterprise support organizations and provide complete, actionable troubleshooting information.
- Strong written and verbal communication skills, sound prioritization, and ability to work independently while maintaining a service-oriented approach.
Responsibilities
- Provide responsive help desk support to military, civilian, and contractor personnel, identifying the issue, affected equipment or application, and impact on daily work.
- Install, operate, maintain, and troubleshoot approved hardware and software in coordination with DISA JSP and headquarters communications staff.
- Create, update, monitor, and close trouble tickets, documenting symptoms, troubleshooting actions, escalation history, and final resolution.
- Prioritize support actions according to mission impact and established procedures, and keep users informed about status, next steps, and outstanding dependencies.
- Troubleshoot computers, printers, laptops, mobile phones, and associated applications, coordinating repair or replacement through authorized channels.
- Perform Microsoft 365 administration and user support within assigned permissions, coordinating issues requiring enterprise administrator action.
- Issue, recover, and track IT hardware, maintaining accurate records of assigned users, equipment locations, and custody changes.
- Coordinate escalated service requests with DISA JSP, provide technical details needed for resolution, and follow up on unresolved actions.
- Identify recurring hardware, software, and user-support issues, and document troubleshooting procedures and user guidance to reduce repeat incidents.
- Provide headquarters communications staff with clear updates on open tickets, equipment accountability, recurring problems, and service issues requiring attention.
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What This Job Offers
Job Type
Full-time
