Information Technology Support Specialist - TS/SCI w/Poly

Core Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical Support Tasks

• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & Reporting

• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and resolutions.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.

Compliance & Security

• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Qualifications

• Education: Associates of Arts/Associates of Science
• Experience: 5+ years of related experience
• Security Clearance Level: TS/SCI w/Poly
• Location: Annapolis Junction, MD
• US Citizenship Required
• Required: CompTIA Security+ certification is required within 3 months of start date
• Shift: Monday - Friday 8am-4pm
• This position is mission essential, may include work on holidays when required

Required Technical Skills

• Installs, modifies, and repairs computer hardware and software using remote access tools
• Maintains current knowledge of relevant technology as assigned

Benefits

• Medical plan options, some with Health Savings Accounts
• Dental plan options
• Vision plan
• 401(k) plan with pre and post-tax contribution options up to IRS annual limits and company match
• Full flex work weeks where possible
• 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

Pay

The likely hourly rate for this position is between $34.00 - $46.00. Salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Schedule

Scheduled Weekly Hours: 40. Travel Required: Less than 10%. Telecommuting Options: Onsite. Work Location: USA MD Annapolis Junction.