Information Technologist III - HQ Support

Responsibilities

• Provide client administration support for Microsoft desktop and laptop systems across enterprise, training, and CASCOM Headquarters environments
• Deliver enhanced, priority (“white-glove”) IT support to key directorates including G1/4, G8, PAO, and Logistics Proponency Directorates
• Perform network registration of client devices within approved asset and configuration management systems
• Manage Active Directory (AD) client accounts, including account creation, maintenance, deletion, permissions, and troubleshooting
• Troubleshoot and resolve hardware, software, email, and baseline application issues via phone, remote tools, and on-site support
• Respond to and resolve VIP and high-priority service requests within defined timelines (e.g., within 2 hours of ticket submission)
• Maintain systems in compliance with Army configuration baselines, including OS updates, patches, security fixes, and antivirus definitions
• Install, configure, and maintain desktop applications and standard software packages
• Clock in system image updates and configurations with MECM/Image Management teams
• Aid System Administrators with software installations, testing, and hardware/network configurations
• Provide real-time status updates to users on submitted service requests and ongoing issue resolution
• Utilize enterprise ITSM tools (e.g., Army Enterprise Management Platform) to track, manage, update, and resolve incidents
• Document all client hardware/software changes and contribute to SOPs, user guides, and technical procedures
• Cook with enterprise IT teams (network, server, cybersecurity) to escalate and resolve complex issues
• Support executive-level devices, communications tools, and conferencing systems
• Provide technical guidance and mentorship to users, peers, and junior technicians
• Communicate clearly and professionally with technical and non-technical users, including senior leadership, ensuring a high level of customer satisfaction

Requirements

• Minimum 5+ years of IT support experience, including executive or VIP customer support
• Demonstrated experience supporting: - Windows 10/11 and Microsoft 365 environments
• Active Directory account management and troubleshooting
• Desktop/laptop hardware and software troubleshooting
• Proven ability to operate in high-pressure, high-visibility environments with rapid response requirements
• Strong communication skills with the ability to interact effectively with senior leaders and non-technical users
• Experience with ITSM/ticketing systems and service-level response tracking
• Experience supporting DoD or secure enterprise environments preferred
• Bachelor’s degree in information technology or related field (OR equivalent combination of education and experience)
• Security+ (IAT II) required

Qualifications

• A “disabled veteran” is one of the following:
• a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;
• a person who was discharged or released from active duty because of a service-connected disability.
• A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.