Technical Support Specialist

We are seeking aTechnical Support Specialistfor one of ourPRIME CONTRACTSthatoffers exciting opportunities to support essential services and mission critical activities across the enterprise. Our mission supports the Government Corporate Management Services (CMS) by providing full life cycle support services through the sustainment modernization and transformation ofthe enterprisecorporate applications. These applications are used across the government enterprise and are critical to the daily functions of thousands of users across acquisition business finance HR training recruitment program management securitylogisticsand more. Come join our diverse and growing team with lots of opportunities!

• Provide Tier 1 Help Desk support for applications supporting Space and Property Management Asset Management and Transportation Management applications.

• Create manage andmaintainuser accounts permissions and access requests across multiple applications and environments.

• Receive document triage and track customer issues and service requests using the designated ticket tracking system ensuringtimelycommunication and resolution.

• Compile organize and analyzeoperationaland help desk data to support reporting metrics tracking and trend analysis.

• Develop andmaintainuser guides process documentation standard operating procedures (SOPs) knowledge base articles and other technical writing artifacts.

• Gain an understanding of business processes workflows and integrations across a portfolio of COTS and GOTS applications.

• Collaborate with system engineers system administrators developers and technical writers to support day-to-day operations and ongoing modernization efforts.

• Support troubleshooting activities by gathering information reproducing issues documenting findings and coordinating with technical teams for resolution.

• Participate in testing validation and user support activities for application updates enhancements and deployments.

• Assistwith documenting application configurations onboarding materials and operational procedures to improve knowledge sharing and continuity.

• Gain exposure to a variety of technologies and disciplines including system engineering system administration technical writing and application development.

• Demonstrate a willingness to learn and grow into more technical roles and responsibilities based on interest aptitude and mission needs.

Required:

• TS/SCI with Polygraph

• Associates Degreefrom an accredited college or university in Information Technology Computer Science Technical Writing Business Information Systems or a related technical field isrequired.

• Two (2) years of relevant Help Desk customer support or technical support experience may be substituted in lieu of anAssociates Degree.

• Experience supporting Help Desk operations including user account management access provisioning permissions management and ticket tracking/resolution activities.

• Experience creating editing ormaintainingtechnical documentation user guides standard operating procedures (SOPs) or knowledge base articles.

• Strong written and verbal communication skills.

• Demonstrated willingness to learnnew technologies business processes and technical skillsets.

• Experience with Microsoft Office products including Word Excel and PowerPoint.

• Strong attention to detail and ability to accurately document processes issues and resolutions.

• Exposure to or interest in technical areas such as system administration application support software development technical writing or systems engineering is desired.

• Must be able to work between the core hours ofMonday through Friday10:00AM-2:00PM. Exceptions will be considered on a case-by-case basis.

Desired:

• Familiarity with COTS or GOTS applications.

• Familiarity with Agile or ticket-based support environments.

• Experience supporting government or enterprise IT environments.

• Basic understanding of databases web applications or cloud technologies.

• Familiarity with tools such as Jira Confluence ServiceNow or similar platforms.

The estimated salary range for this position is between $90000-$120000 (annualized USD). This range reflects the typical pay for the role and is one part of the companys comprehensive compensation package. Actual salaries are influenced by several factors such as location the individuals education skills experience and competencies as well as contract affordability and organizational needs.