IT Support Specialist

Dine Development Corporation

About The Position

We are seeking an IT Support Specialist to provide enterprise-level technical support, troubleshooting, and customer assistance within the Defense Logistics Agency (DLA) Critical Cloud and Infrastructure Support (CCIS) program. The IT Support Specialist will support end users and IT operations by installing, maintaining, and troubleshooting hardware, software, and information systems while ensuring compliance with Department of Defense (DoD) cybersecurity policies.The ideal candidate will possess strong technical troubleshooting skills, experience supporting enterprise IT environments, and the ability to work directly with customers to resolve incidents, support system availability, and maintain service quality in a highly regulated Federal or DoD environment. This position is contingent upon contract award.

Requirements

Must possess an active Secret clearance and be eligible for IT-I (Tier 5/SSBI) / Critical Sensitive access. U.S. Citizenship required.
DoD 8570.01-M IAT Level II baseline certification (e.g., Security+, CASP+, or CISSP).
One of the following Google Cloud Platform certifications: Associate Cloud Engineer or Professional Cloud Architect.
Plus one of the following certifications: AWS Certified Cloud Practitioner AWS Certified Security – Specialty AWS Certified Solutions Architect (Associate or Professional) AWS Certified SysOps Administrator Microsoft Certified: Azure Administrator Associate Microsoft Certified: Azure Solutions Architect Expert Microsoft Certified: Azure Security Engineer Associate Oracle Cloud Infrastructure Cloud Operations Red Hat Certified Engineer (RHCE) or Red Hat Certified System Administrator (RHCSA)
Bachelor’s Degree in Information Technology, Computer Science, or a related technical discipline preferred.
Six (6) years of progressive experience in information processing or IT support roles.
At least three (3) years of specialized experience supporting a range of enterprise hardware and software solutions.
Minimum two (2) years of hands-on experience installing, troubleshooting, and training users on hardware and software.
Experience supporting Windows and Linux operating systems in large enterprise environments.
Knowledge of IT service management processes, incident response, and customer support best practices.
Strong problem-solving, analytical, and customer service skills.
Ability to communicate technical information effectively to non-technical users.
Minimum six (6) years of progressive experience providing IT support services, including system installation, troubleshooting, customer assistance, and training in Federal or DoD IT environments.

Nice To Haves

Three (3) years of hands-on experience supporting Department of Defense (DoD) IT hosting solutions.
Experience administering Windows and Linux operating systems in large enterprise environments.
Proficiency with network fundamentals including VPNs, firewalls, and remote access solutions.
Experience using ticketing systems and IT service management (ITSM) tools.
Strong analytical and troubleshooting skills with the ability to identify root causes and implement timely solutions.
Ability to work effectively in a customer-facing role within high-tempo operational environments.

Responsibilities

Provide technical support for end users, including installation, configuration, troubleshooting, and maintenance of hardware and software.
Diagnose and resolve incidents related to desktops, laptops, peripherals, operating systems, and enterprise applications.
Install, configure, and maintain Windows and Linux operating systems in accordance with DLA standards.
Perform backup and recovery operations and assist with system restoration activities.
Document incidents, service requests, resolutions, and procedures using approved ticketing systems.
Assist users with account management, access issues, and basic cybersecurity awareness.
Coordinate with systems administrators, network engineers, and cybersecurity teams to resolve escalated issues.
Monitor system alerts and logs, escalating issues as required to ensure timely resolution.
Support deployment of new hardware, software updates, and system upgrades.
Develop and maintain user documentation, training materials, and knowledge base articles.
Other duties as assigned.