Information Technology (IT) Specialist

ECS Tech Inc•Alexandria, VA

2d•$59,808 - $89,713

About The Position

Everforth ECS Federal is seeking an IT Specialist to support a Department of War customer in the National Capital Region. The role provides front-line help desk and technical support to more than 300 military, civilian, and contractor personnel across four locations. The specialist installs, operates, maintains, and troubleshoots hardware and software, manages trouble tickets, and tracks equipment used by personnel in their daily work. The position coordinates with the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) and headquarters communications staff to resolve user issues and arrange support requiring 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. The specialist is expected to take ownership of user problems, communicate clearly with personnel at all levels, and follow issues through to resolution.

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 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 IT 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 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 that require 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.