Technical Support Specialist

Job Duties

• Provide Tier 0/1 support through walk-up assistance and Jira Service Management tickets for operators, engineers, and distributed node users.
• Troubleshoot user level issues involving account access, MFA, permissions, workstation configuration, and CMCC application usage.
• Escalate issues beyond Tier 1 (environment, network, platform, or system-level faults) to the Lead FSR for routing to engineering/cyber teams.
• Aid with user onboarding by initiating account creation requests, validating user access, and supporting basic system familiarization.
• Maintain clear, accurate ticket documentation, including issue details, troubleshooting steps, and resolution notes.
• Support classroom/testlab setup and operator orientation during training events and exercises.
• Identify recurring issues and provide input for updates to SOPs, troubleshooting guides, and knowledge base articles.
• Monitor ticket queues, notify leadership of aging or high-impact issues, and maintain SLA awareness.
• Help maintain workstation configurations, peripherals, and local setup to ensure operator readiness.

Qualifications

• AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relevant certification.
• TS/SCI clearance and US citizenship.
• Certifications Security + CISSP or equivalent.
• Experience delivering Tier 0/1 technical support for IT systems or mission applications.
• Experience troubleshooting common user issues across Windows/Linux clients, authentication, and basic networking.
• Experience using ticketing systems (Jira Service Management or similar).
• Strong customer service skills when interacting with operators and engineering personnel.
• Clear, concise documentation of issues and troubleshooting actions.
• Ability to work in classified environments and maintain compliance with access/security policies.

Desired Qualifications And Experience

• Experience supporting DoD command centers, IT operations, or mission support environments.
• Familiarity with multi-enclave or multiclassification workflows.
• Exposure to Confluence, GitLab, or observability tools.
• CompTIA Security+, A+, or Network+ (or ability to obtain).
• Strong communication skills and ability to follow structured procedures.
• Basic familiarity with PowerShell/Bash helpful for simple diagnostics.