Service Center Support Mission Services

Starks Industries•Irving, TX

About The Position

The Service Center Support Mission Services provid e s Tier 1 and Tier 2 technical support for mission-critical government systems and applications. T his t echnical s upport s pecialist role supports both organic and Commercial Off-The-Shelf (COTS) software essential to agency operations. The position ensures timely troubleshooting, resolution, documentation, and escalation of end-user incidents and service requests in accordance with established Service Level Agreements (SLAs), utilizing an IT Service Management (ITSM) system.

Requirements

Minimum of four (4) years of experience providing technical troubleshooting and resolution for network-attached client systems, with a focus on Windows-based laptop and desktop hardware and software.
Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via phone and in-person support.
Demonstrated experience deploying computer hardware and software in an enterprise environment.
Experience developing, supporting, or adhering to Service Level Agreements (SLAs) and client support deliverables.
Expert knowledge of Microsoft Windows workstation operating systems, including Windows 10 and Windows 11.
Strong working knowledge of Active Directory, network fundamentals, VPN connectivity, and browser-based troubleshooting.
Familiarity with IT Infrastructure Library (ITIL) and IT Service Management (ITSM) frameworks.
Proficiency in using diagnostic utilities and remote support tools .
Ability to install, configure, and support a wide variety of enterprise applications and COTS software.
Strong problem-solving skills with the ability to troubleshoot complex technical issues efficiently.
Excellent documentation and communication skills, with the ability to clearly record actions, resolutions, and incident status.
Ability to work independently and collaboratively in a customer-focused service environment.

Nice To Haves

Progressive experience in the management or coordination of a technical support team is desired.

Responsibilities

Operate within a Service Center environment providing Tier 1 and Tier 2 support for mission systems software and applications.
Provide end-user device support, including installation, configuration, troubleshooting, repair, and deployment of laptop and desktop hardware, peripherals, and software.
Troubleshoot and resolve IT incidents and service requests using remote access tools when possible; escalate issues to higher support tiers when .
Install, configure, and maintain approved software applications and operating systems.
Perform integration, testing, evaluation, configuration control, and administration of desktop and laptop systems.
Conduct testing of new hardware and software using government-approved methods and report results to designated government personnel.
Provide technical, operational, and limited training support to users via phone or in person.
Utilize a wide range of diagnostic and troubleshooting tools to resolve system, network, and application issues.
Record, update, and manage incidents and service requests in the ITSM tool (e.g., Cherwell), ensuring accurate documentation of actions taken and current status .
Monitor and follow up on incidents handled by other support groups to ensure timely resolution and customer satisfaction.
Support a wide portfolio of government applications and systems, including but not limited to CaseWare, HART, ServiceNow/EPIC, Power BI Report Server, Azure DevOps, SIMS, CFIS/Frames, Pro-Pricer/PCT, AutoDesk , CSP, VSAP, and DCAA Livelink.
Participate in shift adjustments or on-call rotations as needed to support outages or meet contractual performance requirements.