System Support Specialist

About the role

Delaware Nation Investments/Emerging Technologies is looking for a System Support Specialist to support the FAA that provides technical support for users, systems, and applications that support government mission requirements.

Requirements

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• This position is 5/days a week in Mike Monroney Aeronautical Center, Oklahoma

Qualifications and Experience

• Bachelor's degree in an IT-related field
• Minimum of seven (7) years of relevant experience supporting enterprise IT operations, service desk/ticketing workflows, endpoint/print services, or similar operations support roles

Preferred Qualifications

• Industry certifications relevant to the position
• Experience supporting federal government or DoD customers

Responsibilities

• Provide day-to-day operational support for PrinterLogic print management services, including intake, triage, tracking, documentation, and closure of print-related incidents and service requests in Government-designated ticketing/workflow tools
• Monitor and manage PrinterLogic support queues to ensure timely updates, routing, escalation, and resolution in accordance with Government direction and standard operating procedures
• Support administration and maintenance activities within PrinterLogic, such as assisting with management of printer objects, queues, profiles, and standard configurations, as directed
• Assist with print service continuity by coordinating with service providers and stakeholders to troubleshoot and resolve issues impacting end-user printing functionality
• Maintain accurate records, configuration notes, and troubleshooting actions in Government-approved repositories; ensure documentation is current, complete, and audit-ready
• Compile and provide routine operational inputs for reporting (e.g., ticket volumes, common issues, device/queue status, and service performance trends) and support ad hoc reporting requests as directed
• Support transition, rollout, or change activities impacting PrinterLogic services (e.g., updates to configurations, procedures, or user guidance), including maintaining user-facing job aids and quick-reference instructions
• Identify recurring incidents and recommend process improvements (e.g., SOP updates, knowledge articles, standard fixes) to improve service delivery and reduce repeat tickets

Benefits

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas