Technical Support Specialist 794

Freedom Technology Solutions Group•Annapolis Junction, MD

24d•$90,000 - $120,000

About The Position

Freedom is seeking a Technical Support Specialist to provide Tier 1 help desk support for applications supporting Space and Property Management, Asset Management, and Transportation Management. The role supports Government Corporate Management Services (CMS) through lifecycle sustainment, modernization, and transformation of enterprise corporate applications used across government functions. The specialist manages user accounts and access, receives and tracks customer issues, supports troubleshooting, and compiles operational data for reporting and trend analysis. The role also develops and maintains technical documentation, including user guides, process documentation, SOPs, and knowledge base articles. The specialist collaborates with engineering, administration, development, and technical-writing teams; supports testing and application deployments; and documents configurations and operational procedures. The position offers exposure to a range of technical disciplines and encourages development into additional technical responsibilities based on interest, aptitude, and mission needs. The estimated annual salary range is $90,000–$120,000. The role requires a TS/SCI with Polygraph and the ability to work during core hours of Monday through Friday, 10:00 a.m.–2:00 p.m.; exceptions may be considered case by case.

Requirements

Active TS/SCI with Polygraph.
Associate degree from an accredited college or university in Information Technology, Computer Science, Technical Writing, Business Information Systems, or a related technical field, or two years of relevant help desk, customer support, or technical support experience in lieu of the degree.
Experience supporting help desk operations, including user account management, access provisioning, permissions management, and ticket tracking or resolution.
Experience creating, editing, or maintaining technical documentation, user guides, 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.
Ability to work during core hours Monday through Friday, 10:00 a.m.–2:00 p.m.; exceptions are considered case by case.

Nice To Haves

Exposure to or interest in system administration, application support, software development, technical writing, or systems engineering.
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 Jira, Confluence, ServiceNow, or similar platforms.

Responsibilities

Provide Tier 1 help desk support for 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 in 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, knowledge base articles, and other technical-writing artifacts.
Learn 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 modernization efforts.
Support troubleshooting by gathering information, reproducing issues, documenting findings, and coordinating resolution with technical teams.
Participate in testing, validation, and user support activities for application updates, enhancements, and deployments.
Document application configurations, onboarding materials, and operational procedures to improve knowledge sharing and continuity.
Develop familiarity with technical disciplines and grow into additional technical responsibilities based on interest, aptitude, and mission needs.