Support Specialist I
About The Position
The Support Specialist I will be a key member of the Lifecycle Management Platforms (LMP) group, serving as a front-line responder for incoming service requests, incidents, and operational tasks across both our ITSM and SDLC/SCM platform families. This role partners closely with a senior team member to triage, fulfill, and route work while maintaining data integrity, documentation, and reporting across our tooling ecosystem. The successful candidate will develop broad knowledge of enterprise platform operations spanning ITSM workflows, software delivery tooling, and cross-system integrations. This role provides a clear growth pathway into application development, automation, and DevOps engineering for candidates who demonstrate initiative and technical curiosity.
Requirements
- 0–2 years of experience in IT support, platform operations, or a related technical discipline.
- Foundational understanding of IT service management processes and ticketing workflows.
- Strong organizational skills with the ability to follow structured processes, maintain accurate data, and execute requests consistently.
- Strong communication skills with the ability to collaborate across multiple teams and explain technical concepts to non-technical stakeholders.
- Detail-oriented and able to learn new systems quickly in a fast-paced environment.
- Ability to work independently on routine tasks while knowing when to escalate.
- Experience with BMC Helix, Jira, or similar enterprise platforms.
- Familiarity with Git or version control concepts.
- Exposure to scripting languages (Python, Shell, JavaScript).
- Familiarity with REST APIs or willingness to learn API-based integrations.
- Knowledge of Linux fundamentals.
Nice To Haves
- Knowledge of cloud environments (AWS) a plus.
Responsibilities
- Serve as a primary point of contact for incoming tickets and service requests across LMP platforms (BMC Helix, Jira, Git-based systems, and supporting tools).
- Triage, categorize, and fulfill requests including access modifications, role assignments, support group membership, permission updates, and configuration changes.
- Route complex issues to appropriate developers with clear context and documentation.
- Validate and test changes before production deployment.
- Identify and flag data inconsistencies, recurring issues, and opportunities for process improvement.
- Maintain and update operational reports (Incident, Change, Work Order, CMDB, and platform-specific dashboards).
- Document workflows, standard operating procedures, and knowledge base articles.
- Partner with NOC and other teams to document and transition eligible repeatable activities, building a formal onboarding process for shared workflows.
- Work directly with NOC, engineering, customer success, and operations teams to interpret operational data and support access workflows.
- Provide guidance to internal users on processes, policies, and request requirements.
- Participate in service architecture and operational working sessions to build system knowledge.
- Assist with scripting, automation, and testing tasks in support of larger development projects.
- Progressively take on development-oriented work (REST APIs, workflow automation, inter-system integrations) as competency grows.
Benefits
- Comtech’s Drug-Free Workplace Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
