Information Specialist Jobs

About The Position

Requirements

• High School Diploma +1 year of experience.
• Experience must be related to supporting IT equipment and users, Help Desk, or Service Desk operations.
• Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
• Experience with Outlook in an Exchange Server environment.
• Experience with remote access tools for user support.
• Experience with Networked printers.
• Experience with Active Directory.
• Experience with ITSM ticketing systems (ServiceNow or Remedy).
• Experience with SharePoint.
• Experience with DoD STIGs/IAVMs.
• Experience with ACAS.
• Working in an SCCM/MECM environment.
• Active/current CompTIA Security+ CE at start.
• Must obtain a relevant computing environment certification within 3 months of start if beginning with only Security+ CE (per contract requirements).
• Active SECRET security clearance at time of hire.
• Ability to maintain SECRET clearance throughout employment.
• Excellent customer service, analytical, and troubleshooting skills.
• Strong documentation, organizational, and collaborative skills.
• Ability to support a fast-paced, ITIL-transitional environment.
• Excellent verbal and written communication skills for handling support calls and emails.
• Strong multi-tasking and time management skills; able to work under time constraints and handle last-minute requests.
• Detail-oriented with consistent follow-through to ensure full issue resolution.
• Ability to quickly assimilate new information; self-motivated to learn new tools, processes, and requirements.
• Ability to identify and articulate key information clearly and efficiently.
• Ability to exercise discretion and independent judgment when handling issues.
• Dependable and punctual; follows instructions, responds to direction, and seeks feedback to improve.
• Willingness to perform other duties as assigned.
• US Citizenship Required: Yes

Nice To Haves

• AA/AS/BA/BS in IT or related technical discipline preferred, or an equivalent combination of education, technical certifications/training, and work experience.

Responsibilities

• Provide Tier II IT operations support using an ITSM ticketing system (e.g., ServiceNow) as a technical generalist, resolving incidents and service requests with minimal escalation.
• Deliver technical support and troubleshooting for computer systems, software, and hardware via in-person support, phone, email, instant messaging, and voicemail.
• Install, configure, modify, and repair computer hardware and software.
• Provide technical interpretation and solutions across networks, software, hardware, configurations, and architectures.
• Train end users on the proper and efficient use of hardware and software.
• Perform in-person and phone support for a large end-user community.
• Create, update, and resolve trouble tickets with clear, high-quality notes and communication within established SLAs.
• Provide regular status updates regarding incident troubleshooting and resolution.
• Manage a high-volume ticket queue, ensuring tickets are actively worked, updated, and closed on time.
• Participate in team meetings, training sessions, and recurring ticket reviews (e.g., weekly staff meetings, ticket tag-ups).
• Prepare and maintain documentation to support a knowledge base of service desk processes, guidelines, and reference materials.
• Document and maintain as-built diagrams, SOPs, and job aids.
• Support focus teams or specialized projects to promote process improvements and rapid issue resolution.
• Maintain a high level of customer service when interacting with users and senior staff in person, by phone, and via email.
• Contribute to a team that supports and operates a 24x7x365 Service Desk (as required by shift and coverage).
• Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
• Build credibility and trust with customers and team members through consistent, reliable support.
• Identify opportunities to improve customer satisfaction and service delivery.
• Support after-hours on-call coverage as needed.
• Periodically lift and move desktop hardware such as laptops, computers, and monitors.
• Proactively monitor the help desk queue for new emails and create/assign tickets accordingly.
• Ensure all tickets are assigned, actively worked, and kept current; escalate tickets as needed.
• Document each ticket with the problem, solution, end user, start and completion times, and end user satisfaction.
• Provide resolutions with sufficient detail so another technician can resolve similar problems without extensive re-research.
• Notify the team lead of all VIP requests that require additional resources or may delay resolution.

Benefits

• Competitive pay
• comprehensive benefits and wellness packages
• 401(k) with company match
• paid time off
• full flex work weeks where possible
• variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• short and long-term disability benefits
• life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available