IT Support Specialist, Journeyman

Skills

• active-directory
• agile
• cissp
• help-desk
• itil
• itsm
• kanban
• sharepoint
• typescript
• voip

Must have

1. HS diploma or GED and 9+ years of experience in a professional work environment, or Associate’s degree and 7+ years of experience in a professional work environment, or Bachelor’s degree and 3+ years
2. CompTIA Security+ and/or DoD 8570-compliant IAT Level II Certification.
3. 3+ years of experience in a user-facing IT operations environment as a Help Desk technician, including the use of IT service management (ITSM) tools and tracking software.
4. Experience with customer service providing technical support to end users either in person, through email, or over the phone, including troubleshooting hardware and software issues across IT assets, i
5. Experience with installing, configuring, analyzing, diagnosing, troubleshooting, and resolving end user IT issues, including break-fix steps for hardware and software on Windows operating systems.
6. Experience with managing user accounts, permissions, and access controls across various systems, networks, and applications: including creating, enabling, provisioning and deactivating user accounts.
7. Excellent attention to detail and working on multiple projects to identify, track, monitor, and prioritize technical issues and service requests with exceptional professional customer-facing skills.
8. Experience with organizing data, establishing file structures, maintaining accurate records, ensuring timely follow-up and resolution, and capturing and storing information accessible to authorized us
9. Familiarity with VTC scheduling systems and basic VTC hardware/software troubleshooting.
10. Understanding of basic network connectivity and Active Directory user management.
11. Experience managing hardware and software inventory, including receiving, inspecting, documenting, and tracking all IT assets in accordance with Army supply discipline and policies.

Nice to have

1. Experience performing Tier 1-2 troubleshooting and resolution for hardware, software, and connectivity issues by isolating faults, repairing equipment, applying approved software patches, and performi
2. Experience managing the lifecycle of classified user accounts, including creation, modification, and deletion, across multiple domains and operating systems.
3. Experience installing, configuring, and maintaining government-approved COTS/GOTS software, including the Microsoft Office suite, on classified workstations.
4. Knowledge of proper turn-in and disposal of lifecycle-replaced equipment procedures.
5. Experience coordinating with clients and stakeholders across Intelligence Community, DoD, Army, Joint Staff, and/or other government entities to problem solve.
6. Experience with managing entitlements and working in ATCTS.
7. Experience using Microsoft Office products, including SharePoint, Teams, Excel, PowerPoint, Word.
8. Experience with IT Asset Management.
9. Experience conducting assessments to baseline processes, taxonomy structures and architecture, including the creation of end user guides and Standard Operating Procedures (SOPs).
10. Experience with Kanban, Agile, or project management applications and methodologies.
11. Certified Information Systems Security Professional (CISSP), CompTIA Network+, or Information Technology Infrastructure Library (ITIL) certification(s).

Full description