Technical Support Specialist

Freedom Technology Solutions Group • Annapolis Junction, MD

1d • $90,000 - $120,000 • Hybrid

About The Position

We are seeking a Technical Support Specialist for one of our PRIME CONTRACTS that offers exciting opportunities to support essential services and mission critical activities across the enterprise. Our mission supports the Government Corporate Management Services (CMS) by providing full life cycle support services through the sustainment, modernization, and transformation of the enterprise corporate applications. These applications are used across the government enterprise and are critical to the daily functions of thousands of users across acquisition, business, finance, HR, training, recruitment, program management, security, logistics and more. Come join our diverse and growing team with lots of opportunities!

Requirements

• TS/SCI with Polygraph
• Associate’s Degree from an accredited college or university in Information Technology, Computer Science, Technical Writing, Business Information Systems, or a related technical field is required.
• Two (2) years of relevant Help Desk, customer support, or technical support experience may be substituted in lieu of an Associate’s Degree.
• Experience supporting Help Desk operations, including user account management, access provisioning, permissions management, and ticket tracking/resolution activities.
• Experience creating, editing, or maintaining technical documentation, user guides, standard operating procedures (SOPs), or knowledge base articles.
• Strong written and verbal communication skills.
• Demonstrated willingness to learn new technologies, business processes, and technical skillsets.
• Experience with Microsoft Office products, including Word, Excel, and PowerPoint.
• Strong attention to detail and ability to accurately document processes, issues, and resolutions.
• Must be able to work between the core hours of Monday through Friday 10:00AM-2:00PM. Exceptions will be considered on a case-by-case basis.

Nice To Haves

• Exposure to or interest in technical areas such as system administration, application support, software development, technical writing, or systems engineering is desired.
• Familiarity with COTS or GOTS applications.
• Familiarity with Agile or ticket-based support environments.
• Experience supporting government or enterprise IT environments.
• Basic understanding of databases, web applications, or cloud technologies.
• Familiarity with tools such as Jira, Confluence, ServiceNow, or similar platforms.

Responsibilities

• Provide Tier 1 Help Desk support for applications supporting Space and Property Management, Asset Management and Transportation Management applications.
• Create, manage, and maintain user accounts, permissions, and access requests across multiple applications and environments.
• Receive, document, triage, and track customer issues and service requests using the designated ticket tracking system, ensuring timely communication and resolution.
• Compile, organize, and analyze operational and help desk data to support reporting, metrics tracking, and trend analysis.
• Develop and maintain user guides, process documentation, standard operating procedures (SOPs), knowledge base articles, and other technical writing artifacts.
• Gain an understanding of business processes, workflows, and integrations across a portfolio of COTS and GOTS applications.
• Collaborate with system engineers, system administrators, developers, and technical writers to support day-to-day operations and ongoing modernization efforts.
• Support troubleshooting activities by gathering information, reproducing issues, documenting findings, and coordinating with technical teams for resolution.
• Participate in testing, validation, and user support activities for application updates, enhancements, and deployments.
• Assist with documenting application configurations, onboarding materials, and operational procedures to improve knowledge sharing and continuity.
• Gain exposure to a variety of technologies and disciplines, including system engineering, system administration, technical writing, and application development.
• Demonstrate a willingness to learn and grow into more technical roles and responsibilities based on interest, aptitude, and mission needs.

Benefits

• Flexible work environment
• A team mentality – work with friendly, like-minded professionals
• Work with innovative, cutting edge technologies
• Enjoy extremely competitive compensation and benefits
• A work-life balance you can count on
• Opportunities to grow and advance your career on our dime
• Amazing benefits including matching 401k, fully paid medical, and more
• Generous paid time off – including paid site closure days
• Competitive salary offerings
• Paid training and tuition reimbursement
• Referral bonuses
• Fully paid life and disability
• Annual logo wear allowance
• Company sponsored events (game nights, holiday party, summer party, happy hours)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree