IT Support Specialist

Rothe•Houston, TX

39d•Onsite

About The Position

We are seeking a detail-oriented and customer-focused IT Support Specialist to join our Enhanced User Support team at Johnson Space Center. The ideal candidate will provide Enhanced User Support Services to a “high profile” user base community of ~150-200 which includes Astronauts, Flight Directors, and FOD Directorate Management support.

Requirements

Experience providing customer or user support in an Enterprise IT environment.
Excellent communication skills, both written and verbal.
Proven ability to handle customer interactions professionally and respectfully.
Experience in OS imaging and deployment.
Basic troubleshooting skills for Windows, macOS, browsers, VPN, and authentication issues.
Ability to manage time well, respond promptly, and follow through on assigned tasks.
Excellent customer service mindset - patient, calm, and supportive under pressure.

Nice To Haves

CompTIA A+, Network+, or comparable certifications.
Understanding of IT requirements for federal systems.
Knowledge of Group Policy.
Experience supporting enterprise environments or government/contractor organizations.
Understanding of Active Directory, MFA tools, and collaboration applications (Teams, Outlook, SharePoint).
Experience with creating documentation or training materials.

Responsibilities

Provide Enhanced User support services Monday through Friday, between 7:00am and 5:00pm, Central Time, and a 24/7 hotline support capability with a maximum reaction time of 30 minutes
Support remote operation issue-resolution including, but not limited to, travelers both domestic and international.
Support on-orbit astronaut crew e-mail account provisioning and control.
Provide Tier I/Tier II user support for hardware, software, network access, and enterprise applications.
Respond to user inquiries via phone, email, ticketing systems, or in person, ensuring quick turnaround and resolution.
Document issues, solutions, and user interactions with accuracy and clarity.
Follow internal procedures and quality standards for customer support and escalation.
Assist with onboarding tasks, basic workstation setup, account provisioning, and troubleshooting login or authentication issues.
Create user guides or quick-start documentation when recurring issues are identified.
Maintain professionalism, respect, and clear communication with all users.
Support continuous improvement by identifying trends or inefficiencies in support workflows.