Senior IT Support Help Desk Specialist

GovCIO•Elizabeth City, NC

30d•Onsite

About The Position

GovCIO is currently hiring a Senior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Elizabeth City, NC and will be an onsite position. The Senior IT Support Help Desk Specialist will act as a primary escalation point for complex incidents, bridging the gap between front-line Tier 1 support and Tier 3 engineering teams. This role demands high-level problem-solving skills and a focus on effective problem management.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field with 5 - 8 years (or commensurate experience), or system administration, with significant time spent in a senior or escalation role.
Current DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+, GSEC, SSCP, etc.) is mandatory.
Deep, hands-on expertise in Microsoft enterprise environments, including Windows 10/11, Azure AD/Entra ID administration, M365 administration, and Group Policy Management (GPO) configuration and troubleshooting.
Proven ability to perform in-depth troubleshooting of networking protocols (TCP/IP fundamentals, DNS, DHCP, VPNs, basic routing/switching concepts).
Strong experience with scripting for automation and diagnostics (PowerShell required).
Proficiency in administering and troubleshooting enterprise management tools (SCCM/MECM, Intune/Endpoint Manager) and enterprise ticketing systems.
Exceptional analytical and problem-solving skills, with a track record of successfully resolving difficult technical issues.
Strong commitment to ITIL best practices for incidents, problem, and knowledge management.
Must be clearable up to an active Secret clearance.

Nice To Haves

Prior experience supporting the U.S. Coast Guard or other DoD/federal government agencies is highly preferred.
Familiarity with cybersecurity principles and incident response procedures.
Knowledge of ITSM platform administration or configuration (e.g., ServiceNow modules).
Relevant industry certifications such as Microsoft Certified: Azure Administrator Associate, MCSA/MCSE (legacy), or ITIL Foundation/Intermediate certifications).

Responsibilities

Serve as a primary escalation point for complex, high-impact incidents related to software, hardware, and core enterprise systems that cannot be resolved by Tier 1 staff.
Lead advanced troubleshooting efforts for diverse operating environments, including Windows ecosystems, the O365 suite, virtual environments, and sophisticated network connectivity issues (advanced TCP/IP diagnostics, VPN infrastructure).
Perform in-depth Root Cause Analysis (RCA) for recurring issues, collaborating directly with engineering and cybersecurity teams to implement lasting resolutions.
Develop and implement strategic process improvements, create sophisticated troubleshooting guides, and curate the knowledge base to elevate the capabilities of the entire IT support organization.
Manage advanced user configurations and access controls within Active Directory, Azure AD, and various enterprise management tools.
Utilize scripting languages (e.g., PowerShell) to automate repetitive tasks, improve diagnostic capabilities, and streamline support processes.
Mentor and provide expert coaching to junior members of the support team, acting as a technical leader and driving continuous skill development across the department.
Maintain accurate and detailed documentation of complex resolutions within the enterprise ticketing system (e.g., ServiceNow), adhering to ITIL framework standards.