Technical Support Specialist

Obsidian Solutions Group LLC•Dahlgren, VA

2h•Onsite

About The Position

Obsidian Solutions Group is seeking a dedicated Technical Support Specialist to provide comprehensive IT help desk and technical support services for government customers. The Technical Support Specialist will serve as the first point of contact for end users experiencing technical issues, providing timely troubleshooting, problem resolution, and excellent customer service. This role requires strong technical knowledge of computer systems, networks, and security protocols, combined with exceptional communication skills and a commitment to customer satisfaction.

Requirements

Two (2) years of related experience in industry, federal, or DoD Information Technology (IT)/Help Desk support
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
DOD 8570 IAT I certifications required (A+ and Security+ or equivalent)
Active Secret, Top Secret, or TS/SCI clearance required
Strong knowledge of computer networking concepts, protocols, and security methodologies
Experience with system performance and availability monitoring
Understanding of network access, identity, and access management (e.g., Public Key Infrastructure)
Proficiency with remote access technologies
Knowledge of systems administration concepts
Experience using common network tools (ping, traceroute, nslookup)
Strong understanding of electronic device functionality (computers, network components, peripherals)
Proficiency with operating system command line execution (ipconfig, netstat)
Knowledge of cloud computing service and deployment models (SaaS, IaaS, PaaS)
Understanding of network protocols (TCP/IP, DHCP, DNS)
Knowledge of cybersecurity principles, threats, and vulnerabilities
Understanding of national and international cybersecurity laws, regulations, and ethics
Experience implementing organizational IT user security policies (account management, access control)
Understanding of data security standards (PII, PCI, PHI)
Knowledge of information classification, compromise procedures, and incident management processes
Understanding of risk management processes (assessment and mitigation)
Experience with incident data analysis and trend identification
Knowledge of service desk best practices
Excellent customer service and communication skills
Experience developing and delivering technical training
Proficiency with incident tracking and solution database management
Experience with trouble ticketing system utilization (incident, problem, event documentation)
Experience developing and maintaining Standard Operating Procedures (SOPs)
Strong problem-solving and analytical skills
Ability to work independently and as part of a team
Strong organizational and time management skills

Responsibilities

Provide tier 1 and tier 2 technical support to end users via phone, email, and ticketing system
Troubleshoot and resolve issues related to computer networking, protocols, and security
Monitor system performance and availability to ensure optimal operation
Support network access, identity, and access management including Public Key Infrastructure (PKI)
Configure and troubleshoot remote access technologies for users
Apply systems administration concepts to resolve technical issues
Utilize common network tools including ping, traceroute, and lookup for diagnostics
Troubleshoot electronic device functionality including computers, network components, and peripherals
Execute operating system command line operations (ipconfig, netstat) for troubleshooting
Support cloud computing environments across SaaS, IaaS, and PaaS service models
Troubleshoot network protocols including TCP/IP, DHCP, and DNS
Apply cybersecurity principles and identify potential threats and vulnerabilities
Ensure compliance with national and international cybersecurity laws, regulations, and ethics
Enforce organizational IT user security policies including account management and access control
Protect sensitive data in accordance with data security standards (PII, PCI, PHI)
Follow information classification, compromise procedures, and incident management processes
Conduct risk assessments and implement mitigation strategies
Analyze incident data to identify trends and recommend improvements
Apply service desk best practices to deliver exceptional customer service
Develop and deliver technical training to end users as needed
Maintain incident tracking and solution database for knowledge management
Utilize trouble ticketing systems to document incidents, problems, and events
Develop and maintain Standard Operating Procedures (SOPs) for technical support processes
Escalate complex issues to higher-tier support or specialized teams as appropriate
Communicate technical information clearly to both technical and non-technical users