IT Support Specialist (Specialist, Engineering & Technical Services)

Fearless•Baltimore, MD

8d•$61,539 - $88,000•Remote

About The Position

We are seeking an IT Support Specialist to support a mission-critical federal program by providing Tier 1 operational and technical support for enterprise applications, infrastructure, and end-user systems. This role will focus on troubleshooting user-reported issues, supporting operational stability, resolving escalated tickets, and coordinating with engineering and infrastructure teams to maintain reliable system performance.

Requirements

1-2 years of relevant IT support, help desk, desktop support, or systems support experience.
Bachelor’s degree or higher in Information Systems, Information Technology, Computer Science, or a related field (or equivalent professional experience).
Ability to obtain and maintain a Public Trust clearance (U.S. citizenship required).
Experience supporting enterprise applications, user accounts, and operational systems in production environments.
Strong troubleshooting and problem-solving skills across application, operating system, and infrastructure issues.
Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
Familiarity with Windows and/or Linux operating systems and basic system administration concepts.
Strong written and verbal communication skills with the ability to interact effectively with technical and non-technical users.
Ability to manage multiple priorities and work effectively in a fast-paced operational support environment.
Adaptability: Comfort with change, flexibility in the face of shifting demands and resilience to setbacks.
Ownership & Accountability: Committed to taking responsibility for outcomes, ensuring that all commitments are met with a focus on enhancing service delivery.
Communicating with Influence: Capable of crafting and delivering clear, persuasive messages that integrate data insights and structured narratives, tailored to the strategic needs of diverse audiences to drive effective decision-making.
Environmental Awareness: Maintains awareness of external dynamics, power structures within client environments as well as regulatory trends and contract requirements that influence service delivery.
Practical Application: You can complete tasks in required competency/skill-based areas as requested. Help from an expert may be necessary from time to time, but you can usually perform the skill independently.

Responsibilities

Provide Tier 1 technical support for enterprise applications, infrastructure, and operational systems.
Investigate, troubleshoot, and resolve escalated support tickets related to application functionality, user access, system performance, and environment issues.
Support day-to-day operational maintenance activities across development, test, and production environments.
Coordinate with software engineers, DevOps engineers, system administrators, and security teams to resolve incidents and operational issues.
Document troubleshooting steps, issue resolutions, and operational procedures in ticketing and knowledge management systems.
Support user onboarding, account access requests, password resets, and permissions management activities.
Monitor system alerts, operational dashboards, and ticket queues to identify and escalate critical issues as needed.
Monitor recurring issues and trends, providing feedback to improve system functionality and user experience.
Assist with application releases, validation testing, and post-deployment support activities.
Contribute to root cause analysis efforts and help implement corrective actions to prevent recurring issues.
Support operational compliance activities, including audit support, documentation updates, and adherence to federal IT security policies and procedures.
Participate in incident response and outage support activities as needed.
Maintain strong communication with program stakeholders and end users regarding ticket status, issue resolution, and support timelines.