Senior IT Support Specialist

Job Description: We are seeking an experienced IT Support Specialist to deliver hands-on infrastructure support, cloud environment management, and end-user IT support across a large-scale government technology environment. This IT support role - also known as a desktop support engineer, IT systems specialist, or infrastructure support analyst - requires proven skills in Windows administration, network troubleshooting, ServiceNow ticketing, and cloud provisioning. Roles & Responsibilities:

• Maintain and support scalable cloud environments using AWS CLI and Terraform, implementing automation and provisioning best practices
• Monitor and manage the ServiceNow ticket queue, resolve incidents in a timely manner, and conduct post-incident reviews to prevent recurrence
• Troubleshoot and support PCs, laptops (Windows 10/11), scanners, local and network printers, Chromebooks, and mobile devices in a multi-site environment
• Design, build, and maintain internal cloud applications aligned to organizational IT support objectives
• Provide IT support and customer service for software configurations, hardware recommendations, and business submission processes
• Triage production incidents, engage technical partners to restore services, and lead post-incident root cause analysis
• Identify opportunities to digitize and automate common operational tasks, reducing manual workload and minimizing downtime
• Serve as subject matter expert for lobby management and A/V systems, including video conferencing and dash cam equipment

• IT support / desktop support / end-user support / infrastructure support
• ServiceNow - ticket queue management, escalation, follow-up
• AWS CLI / Terraform - cloud automation and provisioning
• Windows 10/11 administration and troubleshooting
• Microsoft Active Directory - DNS, DHCP, group policy, local policy
• TCP/IP network troubleshooting / basic network support
• Hardware support: desktops, laptops, printers, scanners, Chromebooks, mobile devices
• Cloud infrastructure management and cloud environment optimization
• A/V systems, video conferencing, and dash cam software support
• Professional IT certification: A+, Network+, Cloud+ or equivalent (required - must provide at submission), * Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field with 3 years of IT support experience; OR Associate's degree with 5 years of experience; OR 1 year as an IT Support Specialist II or equivalent
• 2 3+ years of hands-on IT support and infrastructure management experience
• Active professional certification (A+, Network+, Cloud+, or equivalent) - mandatory, must upload at time of submission
• Must be local to the Metro Atlanta area
• Must be available to work fully onsite for the duration of the engagement

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