IT Support Specialist

This position is responsible for providing Tier 2 IT support to agency personnel, improving customer engagement across the enterprise, supporting users in interfacing with Defense Information Systems Agency (DISA) services, and assisting with IT program management functions. The IT Support Specialist serves as a critical bridge between end users, internal IT teams, and DISA service providers to ensure seamless delivery of enterprise IT services and mission continuity.

You will need strong experience supporting enterprise IT operations, troubleshooting complex end-user issues, and navigating DoD enterprise environments. Applicants should possess a strong understanding of the DISA technology stack, internet routing, network troubleshooting, and enterprise service delivery across both local and government-managed environments. Experience supporting defense-related organizations and working within classified and unclassified IT environments is highly desired.

As an IT Support Specialist, you will provide Tier 2 support for end users across multiple communication channels, assist users with service issues involving DISA-managed systems, support account provisioning and access requests, and help coordinate IT programs and initiatives across the organization. You will work closely with IT leadership, system administrators, DISA stakeholders, vendors, and external partners to ensure users receive timely support and enterprise IT services remain operational and effective.

Your specific responsibilities include:

• Provide Tier 2 knowledge and technical support to users via email, phone, virtual collaboration platforms, and in person for hardware, software, network, and access-related issues.
• Troubleshoot and resolve escalated end-user issues across Windows, macOS, iOS, mobile devices, cloud platforms, and enterprise collaboration tools.
• Serve as a primary liaison between users and DISA service providers for issues involving enterprise services, account access, network connectivity, transport services, and enterprise applications.
• Assist users in navigating DISA service requests, incident resolution, provisioning requests, and service restoration activities.
• Support onboarding and offboarding activities including account provisioning, device configuration, permissions assignment, and user orientation for enterprise systems.
• Provide strong IT customer engagement by delivering responsive support, communicating issue status clearly, and ensuring high levels of customer satisfaction.
• Support enterprise video teleconference (VTC) setup, troubleshooting, and meeting support for leadership and mission-critical operations.
• Understand and troubleshoot internet routing issues, enterprise network paths, and connectivity dependencies across agnecy and DISA-managed environments.
• Coordinate with network teams, service providers, and DISA representatives to resolve routing, access, and service delivery issues.
• Assist with IT program management activities including tracking action items, supporting project execution, documenting requirements, and maintaining operational status reporting.
• Maintain accurate documentation including runbooks, support procedures, escalation paths, knowledge base articles, and user-facing guidance.
• Identify recurring issues and recommend process improvements to improve service delivery and reduce operational friction.
• Assist with overall IT-related functions and other operational duties as needed.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Bachelor's degree plus five (5) years of relevant IT support experience, or a combination of education and equivalent experience.

• Strong experience providing Tier 2 end-user support in enterprise or government IT environments.
• Demonstrated understanding of the DISA technology stack and DoD enterprise service delivery processes.
• Strong knowledge of internet routing, network troubleshooting, DNS, VPNs, transport services, Microsoft Active Directory, Microsoft O365and enterprise connectivity troubleshooting.
• Experience working with enterprise ticketing systems such as ServiceNow or equivalent platforms.
• Experience supporting both local IT infrastructure and government-managed services across NIPR/SIPR environments.
• Has a DoD Top Secret clearance.
• Must be a U.S. citizen.
• Strong customer service orientation and excellent communication skills with the ability to explain technical issues clearly to non-technical users.
• Ability to work independently while managing multiple priorities in a fast-paced operational environment.
• Strong problem-solving, organizational, and program coordination skills.

In addition, preferred requirements include:

• Experience working directly with DISA transport services, enterprise services, and service request workflows.
• Familiarity with DISA networking architecture, boundary services, and enterprise access management.
• Experience Google Workspace, collaboration platforms, and enterprise SaaS support.
• Experience supporting VTC systems and conference room technologies.
• Familiarity with ITIL service management practices and IT program coordination.
• Experience supporting classified environments and users with mission-critical operational requirements.
• Knowledge of DoD cybersecurity requirements, endpoint security controls, and secure enterprise operations.
• Relevant certifications such as CompTIA Security+, Network+, ITIL Foundation, or Microsoft 365 certifications.

Work standards:

Interpersonal Skills:

Demonstrates the ability to work effectively with colleagues, leadership, end users, and external organizations while maintaining professionalism and strong customer service standards.

Demonstrate ability to follow instructions:

Works effectively under guidance from IT leadership while independently managing technical issues, escalations, and program support responsibilities., * Bachelor's (Required)

Experience:

• DoD: 5 years (Required)
• Tier 2 end-user IT Support: 5 years (Required)
• ServiceNow: 3 years (Required)
• DISA: 5 years (Required)
• VPN: 3 years (Required)
• Active Directory: 3 years (Required)
• Customer service: 5 years (Required)
• Google Workspace: 3 years (Required)
• Cybersecurity: 3 years (Preferred)

Security clearance:

• Top Secret (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance