IT Support Specialist
About The Position
Dark Horse Technologies LLC is seeking a versatile, customer-focused TAP Program & IT Support Specialist to support the U.S. Air Force Military & Family Readiness Center (M&FRC) at MacDill Air Force Base. This is a hybrid position combining Transition Assistance Program (TAP) administrative and customer support with hands-on end-user technology support. The Government anticipates that approximately 60% of the workload will involve TAP, administrative, data-entry, records-management, and customer-support functions, with approximately 40% involving IT support. The successful candidate will be comfortable moving between customer-facing program support, data and records processing, classroom preparation, laptop and peripheral support, commercial Wi-Fi troubleshooting, audiovisual support, and coordination with Air Force technical support organizations.
Requirements
- Minimum three years of combined relevant experience involving administrative support, data entry, information technology/end-user support, or similar responsibilities.
- Proficiency with Microsoft Office/Microsoft 365, including Outlook, Word, Excel, PowerPoint, and Teams.
- Working knowledge of Windows desktop environments and basic end-user troubleshooting.
- Experience troubleshooting laptops, printers, scanners, peripherals, connectivity, software, drivers, file access, or similar user-support issues.
- Ability to support Microsoft Teams meetings and basic audiovisual/virtual-conferencing technology.
- Strong data-entry and documentation skills with attention to accuracy and deadlines.
- Strong customer-service and interpersonal communication skills.
- Ability to independently organize competing priorities and shift between administrative, customer-facing, and technical tasks throughout the workday.
- Ability to operate professionally within a military or structured Government environment.
- U.S. citizenship and ability to satisfy Government suitability/background requirements necessary to obtain a DoD Common Access Card (CAC).
Nice To Haves
- Experience in one or more of the following areas is desirable but not required:
- Military & Family Readiness Center or military personnel/program support
- Transition Assistance Program or similar workforce-transition programs
- AFFIRST, DODTAP, or vMPF
- SharePoint
- Microsoft Access
- ServiceNow, enterprise helpdesk, or other ticket-management systems
- Commercial Wi-Fi administration
- Laptop deployment and asset/inventory management
- A/V, VTC, or virtual-classroom support
- Prior military service or previous support to a DoD/Federal customer
- Direct experience with TAP, AFFIRST, DODTAP, or vMPF is not required if the candidate demonstrates strong transferable administrative, customer-support, data-management, and technical skills.
Responsibilities
- Process and maintain TAP-related data, registrations, rosters, attendance records, no-show information, correspondence, and program documentation.
- Support data entry and updates using Government systems including AFFIRST, vMPF, DODTAP, Microsoft Teams, SharePoint, and other authorized applications.
- Assist transitioning Service members and other authorized customers with class scheduling, registration, routine status inquiries, and general program-process questions.
- Prepare classrooms for scheduled TAP events, including laptop setup and breakdown, Wi-Fi connectivity, projectors/displays, audio/video equipment, Microsoft Teams, and facilitator equipment.
- Provide first-line troubleshooting for Windows laptops, Microsoft 365 applications, printers, scanners, peripheral devices, and other end-user technology.
- Support commercial Wi-Fi connectivity, access points, hotspots, and related M&FRC technology.
- Troubleshoot audiovisual and virtual-conferencing equipment used for classes and meetings.
- Document and track IT support issues and escalate Air Force-controlled systems or issues requiring elevated privileges through the EITaaS Enterprise Service Desk or appropriate DAF support organization.
- Maintain equipment inventory, warranty, lifecycle, and readiness information.
- Maintain electronic records and documentation in accordance with applicable Air Force records-management, Privacy Act, and PII-protection requirements.
- Coordinate effectively with M&FRC staff, facilitators, customers, and Air Force technical-support personnel.
- Provide occasional support at another M&FRC location in Ruskin, Florida, as required. Travel is expected to be minimal.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
