Client Systems Support Specialist, Senior

About the role

The Senior Client Systems Support Specialist will support Delta Solutions and Services Bowhead's Client Systems Support team at Vandenberg SFB. The team provides comprehensive IT support across classified and unclassified systems, communications tools, and collaboration platforms.

Responsibilities

• Provide responsive, comprehensive, and secure end-user IT support across all S4S networks and facilities.
• Troubleshoot, configure, and maintain end-user systems, providing account and access assistance.
• Coordinate escalations with enterprise providers and ensure compliance with DoD cybersecurity and configuration management standards.
• Serve as a lead technical resource for client systems support operations, ensuring the delivery of secure, reliable, and high-performance IT services.
• Analyze, prioritize, and manage service requests and incidents in alignment with mission objectives and service-level expectations.
• Diagnose and resolve complex system, application, and endpoint issues, identifying root causes and implementing long-term solutions to enhance system performance and stability.
• Design, implement, and optimize system configurations, including domain integration, network connectivity, and collaboration platforms to support operational requirements.
• Oversee endpoint management and system standardization efforts, including imaging, patching, and configuration baselines to ensure compliance with cybersecurity frameworks (STIG, RMF, ACAS).
• Lead identity and access management support efforts, ensuring secure access controls, permissions governance, and alignment with organizational security policies.
• Evaluate system vulnerabilities and implement remediation strategies, strengthening endpoint security posture and ensuring compliance with DoD cybersecurity standards.
• Provide executive-level technical support and consultation, ensuring seamless delivery of IT services for senior leadership and mission-critical environments.
• Cover high-visibility events, ensuring operational readiness, system reliability, and rapid issue resolution.
• Develop and maintain technical documentation, procedures, and process improvements to enhance service delivery efficiency and standardization.
• Monitor and evaluate service performance metrics, identifying trends and driving continuous improvement initiatives across IT support operations.
• Identify recurring technical issues and recommend strategic solutions, collaborating with engineering and cybersecurity teams to improve system performance and reliability.
• Participate in system configuration reviews, patch management cycles, and compliance inspections, ensuring alignment with regulatory and organizational standards.
• Provide technical guidance and mentorship to junior personnel, promoting knowledge development and adherence to best practices.
• Collaborate cross-functionally with engineering, cybersecurity, and leadership teams to support mission objectives and enhance IT service delivery.
• Support operational readiness, contingency planning, and mission exercises, ensuring systems are fully functional and aligned with mission requirements.

Requirements

• 7+ years of experience leading client system support operations or serving as Tier III/Executive Support.
• Demonstrated expertise in complex troubleshooting, endpoint management solutions (e.g., SCCM, Intune), and technical oversight of IT service delivery.
• Bachelor’s degree in a related field; Master’s degree or additional leadership experience preferred.
• Must meet position and certification requirements outlined in DoD 8140 for Technical Support Specialist or System Administrator role at the appropriate tier within six months of hire.
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft MCSA/MD-100/101 are preferred.
• Strong customer service and communication skills with ability to support personnel at all organizational levels including senior leaders.
• Knowledge of ITSM ticketing systems (e.g., ServiceNow) and DoD configuration management standards.
• Familiarity with endpoint hardening, patching, and vulnerability management practices.
• Ability to lift up to 50 lbs. and support physical system setup in office or operations center environments.
• Provide after-hours and contingency support as required.

Benefits

Physical Demands: Must be able to lift up to 50 pounds, stand and walk for prolonged amounts of time, twist, bend, and squat periodically.

Pay

N/A

Schedule

N/A