Senior IT Customer Support Specialist

Provides senior-level IT customer support in Ann Arbor Michigan supporting Windows Linux macOS cloud applications user accounts and conference-room A/V systems. The specialist deploys configures troubleshoots and maintains laptops workstations peripherals software and user access while providing responsive technical support to end users.

Responsibilities include supporting Microsoft Active Directory and Google Workspace performing operating-system and application patching using tools such as Webmin apt IBM BigFix Windows Update and PDQ Deploy/Inventory troubleshooting hardware and A/V issues managing equipment deployment and recovery and preparing recurring account patching compliance and progress reports.

Key Responsibilities:

• Physically deploy new workstations and laptops to personnel offices or cubicles verify equipment is functioning properly and recall IT equipment when users depart GLERL.
• Add delete and modify user accounts in GLERL Microsoft Windows Active Directory.
• Add delete and modify NOAA Gmail accounts Gmail mailing-group memberships and NOAA Google Voice accounts.
• Patch Linux servers and workstations using Webmin and related Linux update tools such as apt.
• Use NOAA BigFix to patch Linux Windows and macOS systems and use PDQ Deploy/Inventory to patch applications as needed.
• Assist users with scheduling virtual and in-person meetings in designated conference spaces and troubleshoot virtual and physical A/V issues.
• Prepare the monthly User Account & Access Audit Log Patching & System Compliance Summary and Monthly Progress & Status Report within required timeframes.
• Maintain the Government-owned property listing and submit travel requests/logs when travel is required.
  

• High school diploma or equivalent.
• Knowledge of and experience installing configuring or providing technical support for Google Workspace including Calendar Gmail Docs Sheets Slides and Meet.
• Experience supporting Microsoft Active Directory user-account administration.
• Experience supporting Linux operating-system updates using Webmin and apt.
• Experience supporting Windows and application patching using Windows Update PDQ Deploy/Inventory and IBM BigFix.
• Experience installing and supporting Microsoft Office applications including Word Excel and PowerPoint.
• Experience troubleshooting basic Audio/Video equipment including projectors webcams microphones speakers and amplifiers.
• Must be able to read write and speak English.
• Must be a U.S. Citizen and have the ability to obtain and maintain a NACI or higher-level investigation/clearance.
• Must be technically competent to perform the work without Government-provided training.

Preferred:

• PowerShell Python or comparable scripting experience.
• Workflow automation and process automation experience.
• APIs integrations Power Automate or comparable Government-approved automation tools.
• Data manipulation analysis dashboard development and automated reporting.
• Root-cause analysis and strong technical documentation.
• AI implementation or use-case analysis including prompt and workflow engineering.
• Cybersecurity-aware automation practices.
• Demonstrated process-improvement experience.

This position is contingent upon contract award. HeiTech Services is proactively identifying qualified candidates in anticipation of a potential federal contract award. Qualified applicants may be contacted for prescreening and interviews prior to award. Employment is contingent upon successful contract award and completion of all required pre-employment and security requirements.

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race color religion sex (including pregnancy sexual orientation and gender identity) national origin age disability veteran status or any other protected status under applicable law.

If you require a reasonable accommodation during the application process please contact us at

HeiTech Services may utilize technology-assisted tools including artificial intelligence to support the review of application materials. These tools are used to enhance efficiency; however all hiring decisions are made by human reviewers in accordance with federal hiring guidelines.