Senior IT Customer Support

Key Responsibilities & Typical Functions

• Serve as the primary author and communicator for customer-facing alerts.
• Draft, coordinate, and broadcast clear, non-technical notifications regarding scheduled maintenance windows as well as real-time updates during unexpected system outages.
• Actively track, assign, and route incoming tickets within the centralized queue.
• Perform routine audits of active records to systematically flag, escalate, or remediate delinquent, coming-due, or past-due tickets to safeguard Service Level Agreements (SLAs).
• Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
• Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
• Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.

Position Requirements

• Security Clearance: Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
• Work Arrangement: 100% operational on-site assignment within the Niceville, FL facility.
• Travel Flexibility: Capability to accommodate up to 10% travel, specifically designated for attending advanced technical training courses and participating in collaborative, in-person engineering meetings.
• Professional Experience: Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
• Physical Dexterity: Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
• Omnichannel Support Etiquette: Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms.

Technical Profiles & Desired Attributes (Nice-to-Have)

• Core Platforms & Toolsets: Comprehensive enterprise support and administration history involving the Windows 11 desktop environment.
• Productivity Applications: Advanced application troubleshooting proficiency spanning the full suite of Microsoft Office products (Word, Excel, Outlook, PowerPoint, and Teams).
• IT Service Management (ITSM): Prior hands-on experience navigating workflows, running filters, and coordinating changes inside Jira Service Management or ServiceNow.
• Engineering & Systems Management: Foundational knowledge or administrative experience leveraging the Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS) to configure or push standard operating images remotely.
• Image Hardening & Compliance: Exposure to standardizing, auditing, or hardening corporate Windows 11 images against Department of Defense STIGs (Security Technical Implementation Guides).
• Application Management: Experience or familiarity with application packaging, command-line installation syntax, and configuring silent deployment strings (.msi / .exe).
• Automation & Scripting: Practical exposure to PowerShell scripting to run remote diagnostics, compile system data, or automate routine directory tasks.
• Frameworks: Understanding of ITIL Foundations and standard enterprise Change Control processes.